Client Services Manager

Senior Helpers Surrey North; Surrey; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Short term & Long-term Disability

Paid Time Off

Pay On Demand

Bonus structure

Varied Discount Programs

Job summary

Senior Helpers Surrey North is seeking a Client Service Manager to lead client services, convert leads, retain clients, and grow hours across the franchise territory. You will oversee onboarding, assess needs, and coordinate with the care team to ensure quality of care.

You will travel to client sites, manage relationships with families, and monitor service plans, making adjustments to enhance seniors’ quality of life and satisfaction.

Qualifications

• Bachelor’s degree is required.
• 3+ years’ experience in customer service, client services and management, sales, and account management.
• Exceptional organizational skills, attention to detail, and ability to prioritize in a changing environment.
• Excellent verbal communication and follow-up skills with prospects, clients, and families.
• Ability to learn software programs quickly.
• Proficiency in Microsoft Word, Excel, Internet, and Outlook.

Responsibilities

• Create and implement onboarding processes for new clients.
• Respond to service inquiries and follow up with leads to meet conversion targets.
• Be the main contact for introductions and first days of service for new clients and families.
• Determine services needed to enhance seniors’ quality of life.
• Complete assessments and reassessments for existing clients.
• Monitor client satisfaction and adjust care plans as needed.
• Coordinate with Scheduler and Care Team Manager on assignments.
• Update retention dashboards and plan for replacing lost hours.

Skills

Communication

Organization

Rapport building

Education

Bachelor’s degree

Tools

Microsoft Word

Excel

Outlook

Internet

Job description

Improve our clients’ lives one conversation at a time. If you are an individual who enjoys helping others decided on the best way to care for their family members by actively listening to their concerns, reviewing care plans, and visiting client’s homes to ensure quality of care, our Client Service Manager position would be the career for you!

Our Client Service Manager will manage and develop all client services for Senior Helpers Surrey North within the franchise territory including converting leads, retention of clients, and managing the growth of hours from current clients.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Short team & Long-term Disability
• Paid Time Off
• Pay On Demand
• Bonus structure
• Varied Discount Programs

Job Duties:

New Clients

• Create and implement an onboarding process for new clients requesting services.
• Respond to all service inquiry calls and conduct follow-up communications with leads to meet client conversion targets.
• Be the main contact for introductions, first days of service calls, and visits for new clients and their families within the clients’ first 30-90 days of services.
• Determine the service offerings needed to enhance seniors’ quality of life.

Existing Clients

• Complete assessments and re-assessments using LIFE Profile
• Spend approximately two to three days in the field reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
• Complete quality assurance checks on a recurring basis to assess the quality of services and client/family satisfaction.
• Monitor online reviews from existing clients and their families to identify service improvement opportunities and implement changes to improve services provided.
• Adapt and communicate the client care plans as needed.
• Communicate with Scheduler and Care Team Manager to adjust caregiver client assignments as needed.
• Update the client retention dashboard on a weekly basis and create a plan for replacing lost hours and proactive care management on a weekly basis.
• Generate internal growth each month consistent with company goals.
• Proactively prevent and resolve problems and issues reported.

Qualifications:

• Bachelor’s degree
• 3+ years’ experience in customer service, client services and management, sales, and account management experience
• Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
• Excellent verbal communication and follow-up skills and the ability to quickly build rapport with prospects, clients, and client families.
• Ability to learn software programs quickly.
• Proficiency in Microsoft Word, Excel, Internet, and Outlook

Why Work for Senior Helpers?

• Great Place to Work® Certified
• Autonomy—We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
• Task Variety—We provide an engaging workday that uses your various skill sets to avoid monotony.

About Senior Helpers:

We are an independently owned and operated franchisee of SH Franchising, LLC dba Senior Helpers®. Senior Helpers® has been the nation's premier franchisor of in-home senior care franchisees since 2005, with locations across the country. Our services range from specialized care for those with chronic diseases to companion services for seniors looking for assistance with daily activities. Our mission is to provide compassionate care and improve the quality of life for our clients, their families, and our employees.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.