Client Solutions Account Manager

Company: Peninsula Employment Services Limited

Job Title: Client Solutions Account Manager

Department: Client Experience

Location: Toronto, Ontario (Office based)

Salary: $55,000 - $60,000 CAD per annum; Commensurate with experience

Type of Employment: Full-time, permanent

Hours of Work: 37.5

Hours Of Operations: 8:30AM – 8:30PM EST (subject to change)

Working Days: Monday to 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 AI. 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 3,000 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 Account Manager

As a Client Experience Account Manager, you will serve as the primary point of contact for clients who are at risk of leaving. This is a loyalty driven position with a strong focus on client retention, satisfaction, and long term relationship management. Your ability to understand client concerns, de escalate issues, and provide effective retention focused solutions will be critical to your success.

Day-to-Day Duties and Responsibilities

• Deliver a consistent and high quality client experience with a strong emphasis on customer loyalty and retention.
• Act as the primary resolver for client issues, objections, and retention related inquiries.
• Handle all client concerns, both verbal and written, in accordance with established complaints and retention procedures.
• Conduct proactive and reactive follow up calls to gather feedback, reinforce value, and improve client satisfaction.
• Investigate client issues thoroughly by collaborating with clients and internal departments to reach retention focused resolutions.
• Resolve all client issues efficiently while maintaining a long term retention mindset.
• Manage all client interactions with professionalism, empathy, and courtesy.
• Assess cases that may require escalation to the Collections department and ensure a smooth and effective handover when necessary.
• Escalate any potential compliance related matters promptly to the Compliance team for review and investigation.
• Perform additional duties as required to support departmental and organizational retention objectives.

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

What you Bring to the Team

• Exceptional service delivery through interpersonal communication skills, both verbal and written
• A keen eye for detail, with the ability to thrive in our dynamic, fast-paced environment.
• Ability to work independently and self-directed, as well as in a team.
• Proficiency with Microsoft Office tools, including report building capability in Excel and Salesforce.
• An enthusiastic, proactive approach with a proven ability to handle pressure and challenges with a solution-oriented mindset.

Education & Experience

• Minimum of one (1) year experience in a client retention / client satisfaction role.
• Must have experience in client services, negotiations, and escalation management.
• Telecommunications retention experience is strongly preferred.
• Previous experience of Salesforce is considered an asset.
• Monday to Friday; shifts vary depending on business needs. However, we generally operate from 8:30am to 8:30pm.

Why Work for Peninsula?

• 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

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.

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