Client Experience Onboarding Specialist

Company: Peninsula Employment Services Limited

Job Title: Client Experience On-boarding Specialist

Department: Client Experience

Location: Toronto, ON (On-site)

Salary: $50,000

About Us

Peninsula Canada is a provider of external HR and OHS solutions, including employment relations, health and safety advice, consultancy, BrightHR Software, and Peninsula brAInbox AI. We serve small and medium-sized businesses throughout Canada and are committed to expanding our reach. Peninsula Canada is part of the Peninsula Group, which operates in the UK, Australia, New Zealand, and Canada, employing over 2,500 people globally.

Since opening our first Canadian office in Toronto in September 2017, we have quickly become one of the fastest-growing companies in the sector.

The Role

As a Client Experience On-boarding Specialist, you will be the first point of contact for new clients, assisting in completing welcome calls and the overall on-boarding process to set our clients up for success in their journey with Peninsula.

Day-to-Day Duties and Responsibilities

• Contact new clients within the same day of signing to conduct welcome calls.
• Book meetings with various team consultants to ensure service appointments are scheduled as part of the on-boarding process.
• Reschedule any outstanding or missed meetings from welcome calls to complete service delivery requirements.
• Conduct follow-up care calls to gather client feedback and ensure satisfaction.
• Receive and resolve client complaints and retention opportunities.
• Log and acknowledge all client service issues in line with established complaints handling procedures.
• Investigate client service issues through discussions with clients and relevant internal staff.
• Resolve client issues in a timely manner, focusing on resolution and retention.
• Ensure all client service issues are handled professionally and courteously.
• Review client service issues to determine when to forward cases to the Collections department and ensure seamless handover.
• Forward potential compliance matters to the Compliance team for investigation.
• Complete additional tasks as delegated.

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

Education/Experience

• Minimum of one (1) year experience in a client retention/client satisfaction role.
• Experience in client services, negotiations, and escalation management.
• Previous experience with Salesforce is considered an asset.

Work Hours

• Monday to Friday; shifts vary depending on business needs, generally operating from 9:00 am to 5:30 pm.

What You Bring to the Team

• Exceptional service delivery through strong interpersonal communication skills, both verbal and written.
• Detail-oriented with the ability to work effectively in a fast-paced environment and manage time efficiently.
• Ability to work independently and self-directed, as well as collaboratively in a team.
• Strong proficiency with Microsoft Office (e.g., Word and Excel).
• Dynamic, flexible, focused, and enthusiastic with a proactive approach and a “can-do” attitude.

Why Work for Peninsula?

Peninsula has been voted one of the best companies to work for by the Glassdoor Awards. We promote an entrepreneurial culture and are committed to an inclusive, equitable, and accessible workplace where all employees are valued.

Additional Benefits:

• Day off on your birthday
• Enhanced Health and Dental Coverage
• Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location
• Vacation Days increase after 2 and 5 years of service.

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.

#SuccessStartsHere