Client Concierge Manager

TEEMA Solutions Group; Oakville; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A customer service solutions provider is seeking a Bilingual Client Concierge Manager in Oakville. The ideal candidate will have at least 3 years of customer service experience, preferably in automotive or luxury brands. Responsibilities include managing inquiries, leading a client concierge team, and ensuring exceptional service. This position offers a full-time schedule with opportunities for growth in a supportive environment.

Benefits

Monday to Friday schedule (no weekends)

Growth-oriented environment with advancement opportunities

Qualifications

• Minimum 3 years of customer service experience required.
• RIBO license preferred; obtain within 2 months if not held.
• Dealership experience is a plus.

Responsibilities

• Respond to customer inquiries professionally and timely.
• Process cancellations and transfers of vehicle protection plans.
• Train and coach team members to ensure excellent client experiences.

Skills

Strong communication skills

Solutions-oriented mindset

Customer service principles

Proficient in MS Office Suite

Bilingual in English and French

Education

Completion of Secondary School

Bachelor's degree

Tools

MS Office Suite

G-Suite

Outlook

Job description

We are seeking aBilingual (English/French) Client Concierge Managerto join our growing team. The ideal candidate will bring strong communication skills, a solutions-oriented mindset, and a commitment to providing outstanding customer service in a dynamic and fast-paced environment. This is a full-time role with opportunities for advancement within a company that values promoting from within. The candidate will possess leading customer service principles designed to deliver exceptional experiences. The position can be fully remote out of B.C or Alberta or a hybrid work model from our Oakville office.

Key Responsibilities

Respond to customer inquiries via phone, email, and support tickets in a timely and professional manner (bilingual support in English and French required).

Accurately processcancellations and transfersof vehicle protection plans.

Providesupport to dealership partners, addressing contract-related and administrative inquiries.

Manage and maintain customer records and accounts.

Lead client concierge team and elevate our clients experiences

Develop best in class SOPs for the department

Train and coach team members to ensure client experiences are delivered to our expectations

Client Concierge team will work in 2 shifts 9-5 EST and 12-8 EST, manager may be required to alter shifts to support team members.

Audit team members to ensure delivery of support meets SOPs

Handle and resolve customer complaints with empathy and efficiency.

Follow up with customers to ensure issue resolution and satisfaction.

Identify customer needs and offer appropriate solutions and services.

Prioritize tasks and manage multiple client issues simultaneously.

Deliver exceptional service at every touchpoint, reinforcing our brand commitment to quality.

Qualifications & Experience

RIBO license is preferred, if you do not currently hold one, you will be required to be eligible and obtain it within 2 months of employment.

Minimum3 years of customer service experiencerequired, preferably in the automotive, insurance, or warranty industries or any luxury brands.

Dealership Experience preferred.

Completion of Secondary School is required.

Bachelor's degree preferred and will be given preference.

Bilingual inEnglish and French(spoken and written) ismandatory.

Knowledge, Skills, and Abilities

Proficient in MS Office Suite (Excel, Word, PowerPoint), G-Suite, and Outlook.

Strong verbal and written communication skills with a professional and courteous demeanor.

Exceptional interpersonal skills for working with customers, dealers, and internal teams.

Capable of adapting to changing priorities with a proactive and positive attitude.

Highly organized, self-motivated, and able to work independently with minimal supervision.

Demonstrated ability to take ownership of tasks and lead by example.

A reliable vehicle is required.

Currently holding a RIBO license or willing to obtain the license.

What We Offer

Monday to Friday schedule (no weekends)

A supportive, growth-oriented environment with opportunities for advancement