Client Service Manager

Job Description:

In the role of Customer Service Manager (CSM) SPS, the individual will have a multifaceted set of responsibilities centered around operational management, client relationship building, and team leadership.

Role Responsibilities:

• Service Delivery: Ensuring daily operations are smooth and efficient across multiple sites or projects.
• Client Management: Acting as the primary point of contact for the client, managing expectations, and maintaining high levels of customer satisfaction.
• Team Leadership: Managing, mentoring, and developing a team of professionals to ensure peak performance and employee satisfaction.
• Project Oversight: Implementing and overseeing special projects, standardizing policies, and driving operational improvements.

Success Evaluation:

Success in this role will be evaluated based on several key performance indicators (KPIs):

• Client Satisfaction Index (CSI): Maintaining or improving the client satisfaction scores through exceptional service delivery and proactive problem resolution.
• Employee Satisfaction Index (ESI): Ensuring high team morale and low turnover rates, which reflect effective leadership and a positive work environment.
• Operational Metrics: Meeting or exceeding SLAs for service delivery, efficiency improvements, and cost management. Regular reporting of these metrics in monthly and quarterly reviews will be crucial.
• Project Success: Successful coordination and completion of projects and initiatives, often within set timelines and budgets.

Collaboration and Reporting:

• Internal Collaboration: The CSM will work closely with various teams within SPS, including HR for staffing, the training department for development programs, and the tech team for IT support. Regular interaction with managerial staff at client sites and coordination with vendor partners are also key components of the role.
• Client Interaction: Regular engagement with client representatives, including 'C' level executives, to discuss needs, project progress, and strategic direction.
• Evaluation: The CSM will be directly accountable to a Region Manager, who will evaluate performance based on the outlined metrics and feedback from clients and team members. Regular performance reviews, including annual evaluations, will provide formal feedback and guide career progression.

This structure ensures that the CSM is integrated into the broader objectives of SPS while being closely monitored and supported in their role, facilitating both personal and professional growth.

Pay Range

$75,000 - $80,000 CAD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.