Client Communications Specialist

From Screen Time to Face Time: Be the Human Behind Our Digital Success!

Ever noticed how a friendly voice can turn a frustrated client into a raving fan? Or how a well-timed "I've got your back" can transform a challenging situation into a success story? If you're nodding along, thinking about that time you turned an angry email thread into a virtual high-five, we might just have your next career adventure waiting.

We're not looking for another "people person" (though you definitely are one).

We're searching for a relationship architect who gets that in the digital world, the human touch isn't just important—it's everything. Someone who knows that behind every ticket number is a business owner's dream, and behind every project timeline is a team's reputation.

About Digital Shift

Since our founding in 2007, Digital Shift has embraced a distinct approach to digital marketing. We cut through the typical agency nonsense, focusing instead on result-driven teams and fostering strong relationships that drive success. Our team is committed to creating an inclusive environment where diverse voices are not only heard but are also integral to our success. We collaborate to empower home service businesses in Canada and the US by helping them turn online searchers into customers.

Role Overview

As our Client Communications Specialist, your primary objective is to be the bridge between digital excellence and human connection. You'll transform satisfied clients into passionate advocates, not through scripts or templates, but through authentic relationships and genuine understanding of their business needs.

Responsibilities

• Serve as the lead point of contact for customer account management matters
• Build and maintain strong, long-lasting client relationships
• Develop trusted advisor relationships with clients
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives
• Forecast and track key account metrics (e.g. monthly performance results)
• Review and prepare reports on account status updates
• Assist with challenging client requests or issue escalations as needed
• Measure client engagement and satisfaction

Requirements

• Proven work experience as a Customer Service Specialist, Account Manager, Customer Service Representative, Account Coordinator, or relevant role
• Demonstrable ability to communicate, present and influence
• Experience with CRM software (e.g. Salesforce, Asana, or HubSpot) and customer service software (e.g. Help Scout or Zendesk)
• Familiarity with Google Sheets or MS Excel (analyzing spreadsheets and charts)
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Outstanding verbal and written communication skills
• Excellent organizational and multitasking skills
• Degree or Diploma in Business Administration, Marketing or relevant field

Join Us

Embrace a career where your work drives real change, and your well-being is always a priority. At Digital Shift, you'll find a supportive community, dynamic challenges, and ample opportunities to grow both professionally and personally.

If you're ready to be the person who makes digital marketing feel less digital and more personal, we want to hear from you. Because at Digital Shift, we believe the future of digital success is human.