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Client Relations Coordinator

3 weeks ago

Erin Mills, Canada Service Plus Aquatics Inc Full time

**JOB DESCRIPTION**
**CLIENT RELATIONS COORDINATOR (CRC)**
**Full-Time Permanent**

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 Director of Client Operations, 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.
Seasonal 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.
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 - not related to inventory.
Weekly reporting to the Client Relations Department Manager (weekly).
Client profile database management (site specific information and contract terms) and remote site administration (signage, training manuals, log books, MSDS books, etc.)
Respond to customer inquiries and act as intermediate person (buffer) to Director of Client Operations 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 Director of Client Operations
Provide support and back-up for Director of Client Operations, 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.
- Implementation and on-going use of the Client Relations Management Program.

Required Competencies:

- University Degree and/or College Degree
- Superlative communication skills - both oral and written
- Meticulous attention to detail
- Working knowledge of MS Office, Power Point, Internet, Microsoft Outlook
- CRM & Sage 300 (AccPac) experience is a definite asset
- Training provided
- Bilingualism is an asset
- Aquatics experience an Asset.

Statement of Commitment: Service Plus Aquatics Inc. (SPA Inc.) is committed to providing a respectful, welcoming, accessible, and inclusive environment for all persons with disabilities in a way that is respectful of the dignity and independence of people with disabilities and in a manner which takes into account the person's disability and embodies the principles of integration and equal opportunity. Service Plus Aquatics Inc. is committed to becoming a barrier-free environment, and meeting the requirements of all existing legislation and its own policies and goals related to identifying, removing and preventing barriers to people with disabilities that might interfere with their ability to interact with our Firm. Service Plus Aquatics Inc. ensures that all persons within its community are aware of their rights and responsibilities to foster an accessible and inclusive environment with and for persons with disabilities. Service Plus Aquatics Inc. is committed to, and will strive to ensure that, the Accessibility for Ontarians with Disabilities Act (AODA), 2005, its regulations, standards and all other relevant legislation concerning accessibility, are rigorously obs