Client Experience Onboarding Specialist

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 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 across Canada! Peninsula Canada is a division of the Peninsula Group based in Manchester, England! Peninsula Group operates in: UK, Australia, New Zealand and, most recently, Canada. We employ over 2,500 people globally!

Peninsula Canada opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

The Role of As a Client Experience On-boarding Specialist, you will be the first point of contact for any new clients to assist in completing the welcome calls and complete the overall on-boarding process, to set our clients up for success in their client journey within Peninsula

Day-to-Day Duties and Responsibilities

Key individual for contacting new clients within the same day of signing to conduct the welcome calls as needed.
Booking all applicable meetings with various team consultants to ensure the service appointments are in place as a part of their on-boarding
Rescheduling any outstanding or missed meetings scheduled during the welcome calls to complete the requirements to deliver the applicable service to our clients.
Conduct follow-up care calls to gather client feedback and ensure satisfaction.
To be the key person for receiving and resolving client complaints and retention opportunities.
To ensure that all client service issues whether verbal or written are logged and acknowledged in line with established complaints handling procedures.
Thoroughly investigate client service issues through discussion with the client and appropriate internal staff.
Resolve all client issues in a timely manner and at all times be focused on client resolution and retention.
Ensure that all client 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.
Complete additional tasks as delegated from time to time

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.

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.

Work Hours

Monday to Friday; shifts vary depending on business needs. However, we generally operate from +:00am to 5:30pm.

What you Bring to the Team

Exceptional service delivery through interpersonal communication skills, both verbal and written.
Detail oriented and an ability to work effectively and efficiently in a fast-paced environment with strong time management skills.
Ability to work independently and self-directed, as well as in a team.
Strong proficiency with Microsoft Office (e.g. Word and Excel)
Dynamic, flexible, focused and enthusiastic approach, as well as the ability to work under pressure. Must possess a “can-do” attitude, be self-motivated, proactive and used to using your initiative.

Why Work for Peninsula?

Peninsula has been voted one of the best companies to work for by the Glassdoor Awards. 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. Read more