Client Experience Retention Specialist

**Company**:Peninsula Employment Services Limited

**Job Title**: Client Experience Retention Specialist

**Department**: Client Experience

**Location**:Toronto, ON

**Salary**: $50,000 - $55,000

**Type of Employment**: Full-Time, Permanent

**Hours of Work**: 37.5 hours

**Working Days**: Monday - Friday

**About Us**

Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy, BrightHR Software and Peninsula brAInbox. We are providers to small and medium-sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador; with foreseeable plans of branching out to all provinces in Canada Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 2,500 people globally Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

**The Role of Client Experience Retention Specialist**

**Job Overview**: As a Client Experience Retention Specialist, you will be the first point of contact for any client issues, concerns and retention enquiries. It is essential that you understand the client's needs and provide solutions.

**Day-to-Day Duties and Responsibilities**
- To be the key person for receiving and resolving client complaints, cancellations and retention opportunities
- To ensure that all client service issues whether verbal or written are logged and acknowledged in line with established complaints handling procedures
- Thoroughly investigate client service issues through discussion with the client and appropriate internal staff
- Resolve all client issues in a timely manner and at all times be focused on client resolution and retention
- Ensure that all client service issues are dealt with professionally and courteously
- Review client service issues and decide on when a case needs to be forwarded to the Collections dept. and ensure the seamless handover when applicable
- Forward any potential compliance matters to the Compliance team as soon as possible so that they may be under investigation in order to determine whether a compliance issue exists
- Complete additional tasks as delegated from time to time

The above is not an exhaustive list of responsibilities and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the company.

**Education/Experience**
- Must have a minimum of three (3) year experience in a client retention / client loyalty role
- Must have experience in client services, negotiations, and escalation management
- Previous experience of Salesforce is considered an asset

**What you Bring to the Team**
- Exceptional service delivery through interpersonal communication skills, both verbal and written
- Detail oriented and an ability to work effectively and efficiently in a fast-paced environment with strong time management skills
- Strong proficiency with Microsoft Office (e.g. Word and Excel)
- Dynamic, flexible, focused and enthusiastic approach, as well as the ability to work under pressure
- Must possess a “can-do” attitude, be self-motivated, proactive and used to using your initiative
- Ability to work independently and self-directed, as well as in a team

**Why work at Peninsula Canada?**
- Day off on your birthday
- Enhanced Benefits with Health and Dental Coverage
- We offer a Registered Retirement Savings Plan (RRSP) Matching Program
- Downtown Location (Right near Union Station)
- Vacation Days increase after 2 and 5 years' service
- Ask about our Peninsula Days, and more