Client Solutions Account Manager

Peninsula Employment Services Limited; Toronto; On-site; CAD 55,000 - 60,000; Full time

Job summary

A human resources solutions provider is seeking a Client Solutions Account Manager in downtown Toronto. This full-time role focuses on client retention, ensuring exceptional service delivery and resolving client concerns swiftly. Candidates should have at least one year of experience in client services and possess strong interpersonal skills. Benefits include enhanced health and dental coverage, a registered retirement savings plan, and unique perks like a day off on your birthday. Join a growing company committed to an inclusive workplace.

Benefits

Day off on your birthday

Enhanced Benefits with Health and Dental Coverage

Registered Retirement Savings Plan (RRSP) Matching Program

Downtown Location (Right near Union Station)

Vacation Days increase after 2 and 5 years of service

Qualifications

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

Responsibilities

• Act as the primary resolver for client concerns with a focus on retention.
• Log and acknowledge all client service issues as per procedures.
• Conduct follow-up calls to gather client feedback and ensure satisfaction.
• Investigate client service issues thoroughly and resolve them timely.
• Review issues to decide on escalation to Collections or Compliance.

Skills

Exceptional service delivery

Interpersonal communication

Attention to detail

Proficiency with Microsoft Office

Solution-oriented mindset

Tools

Salesforce

Excel

Job description

Company: Peninsula Employment Services Limited

Job Title: Client Solutions Account Manager

Department: Client Experience

Location: Toronto, Ontario (Office based)

Salary: $55,000 - $60,000 CAD per annum; Commensurate with experience

Type of Employment: Full-time, permanent

Hours of Work: 37.5

Hours Of Operations: 8:30AM – 8:30PM EST (subject to change)

Working Days: Monday to Friday

About Us

Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy, BrightHR Software and Peninsula BrAInbox AI. We are providers to small and medium-sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador; with foreseeable plans of branching out to all provinces in Canada! Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 3,000 people globally! Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

The Role of Client Experience Account Manager

As a Client Solutions Account Manager, you will be the first point of contact for any client issues, concerns and retention enquiries. This is a Loyalty based role with an emphasis on client Retention. It is essential that you understand the client’s needs and provide solutions.

Day-to-Day Duties and Responsibilities

• Offer consistent and superior experience by focusing on customer loyalty/retention, ensuring high engagement and maximum utility of our services.
• Act as the primary resolver for client concerns, with a keen focus on retention and positive outcomes.

• To ensure that all client service issues whether verbal or written are logged and acknowledged in line with established complaints handling procedures.
• Conduct follow-up care calls to gather client feedback and ensure satisfaction.
• Thoroughly investigate client service issues through discussion with the client and relevant internal teams.
• Resolve all client issues in a timely manner and at all times be focused on resolution and long-term client retention.
• Ensure that all client matters and service issues are dealt with professionally and courteously.
• Review client service issues and decide on when a case needs to be forwarded to the Collections dept. and ensure the seamless handover when applicable.
• Forward any potential compliance matters to the Compliance team as soon as possible so that they may be under investigation in order to determine whether a compliance issue exists.

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

What you Bring to the Team

• Exceptional service delivery through interpersonal communication skills, both verbal and written.
• A keen eye for detail, with the ability to thrive in our dynamic, fast-paced environment.
• Ability to work independently and self-directed, as well as in a team.
• Proficiency with Microsoft Office tools, including report building capability in Excel and Salesforce.
• An enthusiastic, proactive approach with a proven ability to handle pressure and challenges with a solution-oriented mindset.

Education & Experience

• Minimum of one (1) year experience in a client retention / client satisfaction role.
• Must have experience in client services, negotiations, and escalation management.
• Previous experience of Salesforce is considered an asset.
• Monday to Friday; shifts vary depending on business needs. However, we generally operate from 8:30am to 8:30pm.

WhyWorkforPeninsula?

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location (Right near Union Station)
• Vacation Days increase after 2 and 5 years’ service

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. 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.

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