Client Relations Coordinator
2 days ago
Service Plus Aquatics Inc. is a rapidly-expanding, progressive corporation, devoted to providing exceptional service to the commercial recreational aquatic industry. Established in 1989, we are known for our leadership in design/build services, restoration and repair, and facility management, specializing in LEED design. Dedication, on-going training and a truly dynamic TEAM, combine to make this company an industry leader._
The **Client Relations Coordinator (CRC) **will report to the Client Services Manager, and will be primarily responsible for the effective communication, support, and development of existing client relationships, alongside our seasonal customer base.
**Client Relations-Based Responsibilities**:
- Duties associated with new and existing client base:
- Answer telephones.
- Customer accounts - proposals, administration, coordination, and purchasing.
- Responsible for “new build” warranty term after build support.
- “New build” conversions to active clients and associated Client Relations (CRC) work for said new clients once they are made active.
- Data entry including inputting & editing work orders and weekly schedule
- Order taking, customer technical support and follow up for day to day service.
- Maintain client profile database of appointed customer base.
- Standardize quotations and maintenance contracts for customer base.
- General office duties as relating to CRC (faxing, filing, photocopying, etc.)
- Client appreciation/retention programs, customer surveys.
- Client communication throughout production stream (follow up).
- Purchasing for day to day service equipment requirements
- Weekly reporting to the Client Services Manager
- Client profile database management (site specific information and contract terms) and remote site administration (signage, training manuals, log books, SDS books, etc.)
- Respond to customer inquiries and act as intermediate person (buffer) to Client Services Manager and the President & CEO for helping to solve problems (only involving President & CEO as last resort).
- Anticipate client needs (i.e. new solar blanket) and coordinate holiday maintenance for site operators.
- Regularly trouble-shoot & support for pool operators.
- Become familiar with clients, sites, special arrangements and contract agreements.
- Follow-up with service/technical calls or customer service calls.
- Dispatch of sub-trades as required, issuing of P.O.’s, service order, matching with vendor invoices as received.
- Provide end-of-day dispatch duties, coordination and client follow up as delegated by the Client Services Manager
- Provide support and back-up for Client Services Manager, as requested.
- Coordinate contract renewal administration.
- Support the seasonal operations process from contract confirmations, pool openings, and operations through to seasonal closing, close out reports and proposals, and calendar maintenance.
- Oversee and schedule seasonal department staff and associated work, with the assistance of the department’s Field Supervisors.
- Handle all Service & Supply client accounts.
- Handle all seasonal accounts from the onset of our annual summer season, through to their completion.
- Propose a plan on how to improve the client experience upon project completion, and devise an ongoing maintenance program accordingly.
- Update and maintain SSO operations
- Review work orders, understanding the chemical and mechanical needs (training provided - must pass in-house certification)
**Back-up for the Accounting & Client Relations Coordinator**
- Invoicing
- Accounts Receivables
- Collection calls and resolution of customer issues; and
- Responsible for collections and coordinating couriers to pick up cheques for collections.
***
**Required Competencies**:
- University Degree and/or College Degree
- Superlative communication skills - both oral and written
- Meticulous attention to detail
- Strong mathematical skills
- Project coordination skills
- Task oriented - able to juggle multiple priorities and competing demands, ensuring they are completed in a timely fashion
- Working knowledge of MS Office, Power Point, Internet, Microsoft Outlook
- Sage 100 experience is a definite asset
- Training provided
- Aquatics experience an Asset.
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