Client Excellence Specialist

2 days ago

Mississauga, Canada Dexterra Group Full time

Company Description
**WHO ARE WE?**
We've been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together - offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

**Job Description**:
The Client Excellence Specialist is responsible for continuously improving Dexterra Group’s Client Excellence Program including client feedback, retention, and engagement support activities.

The Client Excellence Specialist will be responsible for collecting client feedback in our efforts to improve services and performance. You will work closely with leaders from across the business championing client satisfaction, driving adoption, engagement, and client retention.

The Client Excellence Specialist performs some or all of the following duties:

- Facilitation of Dexterra Group’s Client Excellence Program.
- Help facilitate the Client Excellence Program ensuring all clients are surveyed and the findings are actioned in line with client feedback protocol.
- Act as a client advocate internally, reporting on client feedback, identifying opportunity areas, and ensuring the appropriate actions are taken towards continuous improvement.
- Establish and maintain client relationships while ensuring the highest levels of customer satisfaction across Dexterra Group’s accounts.
- Participate in performance improvement reviews with operations teams to ensure client follow up.
- Represent the voice of the client to create a cohesive and positive client experience.
- Lead quality, effective, and regular communication activities for both internal and external audiences.
- Perform other related duties as required.

**Qualifications**:

- Post-secondary education;
- 5+ years of relevant experience in customer service, client excellence, account management, or similar role;
- Good interpersonal skills and confident in speaking to senior stakeholders
- Ability to prioritize and co-ordinate tasks efficiently ensuring all deadlines are met;
- Friendly and personable with exceptional customer service abilities;
- Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills;
- Must posses a valid driver’s license and be flexible to travel.

Additional Information

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.

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