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Client Services Representative

3 weeks ago

Sherwood Park, Canada Alt-Tech Full time

**Location**: Sherwood Park, AB

**Position Type**: 14-month Contract (with potential for extension)

**Start Date**: July 2025

**Department**: Client Services

**Reports To**: Client Services Manager and/or CEO

**Salary**: $50,000

**About Alt-Tech Inc.**

**Position Summary**

The Client Services Representative plays a critical role in developing and maintaining long-term relationships with a portfolio of clients. Acting as the primary liaison between clients and internal teams, the CSR ensures the timely
and successful delivery of IT solutions tailored to each client’s needs. This role requires a proactive, organized, and communicative individual who thrives in a fast-paced, team-oriented environment.

**Key Responsibilities**

**Net Promoter Scores (NPS) and CSAT Feedback**:

- Manage CSAT feedback, both internal and external, to continuously enhance service quality.

**Client Software Licensing**:

- Provide expert advice on software licensing options and upgrades to ensure optimal
solutions for clients.
- Work with the administration person to appropriately plan for and renew software licensing.

**Adhoc** Quoting**:

- Handle client requests for adhoc quotes promptly, coordinating with administration and finance teams to ensure accuracy and timeliness.

**Relationship Management**:

- Develop and maintain enduring client relationships, acting as the primary point of contact for inquiries and concerns.
- Advocate for client needs within the organization to ensure seamless service delivery and client satisfaction.
- Some after-hours work may be required on a pre-planned basis to attend social events.

**Client Advocacy**:

- Identify opportunities for upselling or cross-selling additional services, aligning offerings with client requirements and preferences.
- Advocate for client needs within the organization, ensuring their voice is heard and their expectations are exceeded.

**Client Master Service Agreements**:

- Ensure that each client has a Master Service Agreement (MSA) in place and maintain up-to-date MSAs for each assigned client.

**Qualifications**

**Required**:

- Clean Drives Abstract
- insurable for driving in Canada.
- Clean Vulnerable Youth check.
- Police Clearance.
- 1-3 years of customer service experience.
- Availability Monday to Friday, 8:00 AM - 5:00 PM.
- Strong knowledge of Microsoft technologies.
- Excellent written and verbal communication skills in English.
- Proven ability to solve problems under pressure.
- Self-starter with a positive attitude and strong multitasking skills.

**Preferred**:

- Experience working with a Managed Service Provider (MSP).
- Exposure to clients across various industries and business sizes.
- Creative problem-solving skills for complex client issues.

**What We Offer**
- Competitive compensation.
- Health Spending Account.
- A fun, dynamic, and flexible work environment.
- Personalized training and development plans.
- Office snacks and perks.
- Opportunities to work with cutting-edge technologies and services.