Client Services Manager or Director

Targeted Talent; Vancouver, Richmond, Delta, Surrey, White Rock; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A client services firm in Metro Vancouver is looking for a Client Services Manager/Director to oversee customer success employees. Duties include managing the service team, ensuring adherence to quality standards, and training staff. Candidates should have a Bachelor's degree and substantial client service experience, particularly in supervisory roles. The position requires excellent communication skills and the ability to manage a team effectively.

Qualifications

• At least five years of client service experience required.
• At least two years of experience in a supervisory role preferred.
• Strong problem resolution skills and proven ability to engage and resolve client issues.

Responsibilities

• Help build the infrastructure and standard operating procedures for the department.
• Manage the department and ensure compliance with quality of service guidelines.
• Conduct performance evaluations in a timely and constructive manner.

Skills

Excellent communication and presentation skills

Organized and detail-oriented

Strong problem resolution skills

Ability to coach and mentor

Ability to work collaboratively

Education

Bachelor's degree in business, technology or similar

Tools

Salesforce (or other CRM)

MS Office (Excel)

Job description

Job Summary:

The Client Services Manager/Director will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Duties/Responsibilities:

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level client service employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned client service team's performance.
• Assist with budget preparation for the Client Service department.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Bachelor's degree in business, technology or similar
• At least five years of client service experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor client service representatives.