Client Service Team Manager

Effortless Admin Inc.; Edmonton; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits package

Leadership training

Flexible company culture

Job summary

Effortless Admin Inc. in Edmonton is looking for a Client Service Team Manager to lead and develop a team focused on exceptional customer service. This role integrates closely with our development team to ensure we meet client expectations.

The ideal candidate will have over 3 years of leadership experience in a client service environment, preferably with experience in Canadian benefits administration. We offer a competitive salary, performance incentives, and professional development opportunities.

Qualifications

• 3+ years of leadership experience in a client service environment.
• Proven track record of building and leading high-performing teams.
• Ability to analyze service data and implement improvements based on findings.

Responsibilities

• Lead, mentor, and develop a team of Group Benefits Specialists.
• Establish and maintain service level standards.
• Collaborate with the development team for product improvements.
• Monitor team workload and performance metrics.
• Identify trends in client inquiries and issues.

Skills

Leadership experience

Client service

Communication skills

Organizational abilities

Education

Bachelor's degree in Business Admin or related field

GBA Designation

Job description

About Effortless Admin

Effortless Admin is a fully web-based, multi-carrier, software solution thatprovidesemployers an effortless way of managing employee benefits. Our goal is to provide the best benefits administration experience to employers and their employees, empower advisors, andultimately bringeveryone together to work as effectively as possible. As an expanding organization,we'reseeking motivated leaders who want to join us on our growth trajectory.

Why This Role Is Critical To Our Success

The Client Service Team Manager plays a pivotal role in our organization by leading our client-facing service teams that are the backbone of our customer experience. You'lloversee a team of specialists who support our clients utilizingour industry-leading benefits administration platform.We'relooking for a service-oriented leader with Canadian benefits administration experience who can drive team performance whilemaintainingourhigh standardsof customer satisfaction.You'llcollaborate closely with our development team to ensure our software continues to meet and exceed client expectations.

Key Responsibilities

• Lead, mentor, and develop a team of Group Benefits Specialists who support plan sponsors and members
• Establish andmaintainservice level standards, ensuring exceptional customer support via live chat, email, and phone
• Collaborate with the development team to provide service team insights for product improvements and refinements
• Implement training programs to ensure team membersremaincurrent on product features and benefits administration best practices
• Monitor team workload and performance metrics,making adjustmentsas needed tooptimizeefficiency
• Identifytrends in client inquiries and issues to proactively address recurring challenges
• Serve as an escalation point for complex client situations,demonstratingadvanced problem-solving skills
• Create andmaintaindocumentation of service procedures and best practices
• Regularly report on team performance and client satisfaction metrics to senior leadership

Qualifications

• 3+ years of leadership experience in a client service environment (required)
• Canadian benefits administration experience (preferred)
• MinimumBachelor'sdegree(in Business Admin or related field) (preferred)
• GBA Designation (preferred)
• Proventrack recordof building and leading high-performing teams
• Excellent verbal and written communication skills
• Strong organizational and project management abilities
• Ability to analyze service data and implement improvements based on findings
• Bilingual in English and French is an asset but notrequired

What We Offer

• The opportunity to shape the service experience for Canada's top benefits administration technology provider
• Leadership role in a growing, innovative company that values employee development
• Collaboration with industry experts and ourcutting-edgedevelopment team
• Competitive salary, comprehensive benefits package, and performance incentives
• Professional development opportunities and leadership training
• A flexible company culture that celebrates success and values work-life balance
• The chance to make a significant impact on our business growth and customer satisfaction

Effortless Admin is committed to building diverse teams and an inclusive workplace. We encourage applications from all qualified candidates.