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Client Services Manager Job Description: Top Duties and Requirements

A Client Services Manager, or a Customer Service Manager, oversees a team of people who serve clients to ensure client satisfaction is achieved in accordance with business goals. Their duties include working directly with clients, overseeing a team of Client Service Representatives, and crafting client services strategies.

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Client Services Manager duties and responsibilities

For Client Services Managers to accomplish their job effectively, they need to fulfill quite a few job requirements. Some important duties and responsibilities of the position include:

  • Interacting and building relationships with clients to ensure their satisfaction
  • Managing a team of Client Services Representatives
  • Creating client service strategies and overseeing their implementation
  • Maintaining accurate client records
  • Drafting accurate reports for management about whether business goals are being met
  • Making recommendations for improvement based on performance metrics
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Client Services Manager Job Description Examples:

Example 1

Client Services Manager (Supporting Housing/Neighbourhood Care Teams)

Position Type: Full-time, Permanent
To:Director, Home Care
Location: Toronto

Sprint Senior Care began caring for seniors and enabling seniors to care for themselves in
1983. We continue to do so today as an accredited, not-for-profit community support service agency in Toronto by offering a wide range of practical and low-cost services to seniors and their caregivers. Our services help seniors stay safe, connected, and live as independently as possible. They also prevent premature or inappropriate institutionalization.

What you will do:

The Client Services Manager oversees and manages the overall operations of Supportive
Housing sites and Neighbourhood Care Team (NCT) care delivery and ensures the delivery of responsive, accessible, and client-centered care.

In this role you will focus on:

  • Leading planning, developing, implementing and evaluating all care-related programs and initiatives for clients.
  • Leading, coaching, and supporting team members to achieve excellence in client care, including Personal Support Workers and supervisors.
  • Championing the vision, mission, values and strategy of Sprint Senior Care.
  • Collaborating with internal and external partners, identifying opportunities and risks.
  • Conducting and ensuring completion of all client assessments and reassessments using the interRAI-CHA assessment.
  • Develop and communicate service and care plans based on client care needs.
  • Assessing clients� physical and cognitive well-being for service eligibility.
  • Ensuring teams meet objectives including ongoing monitoring of client status, client schedules, and required staffing levels.
  • Completing medication reconciliation and auditing of staff regarding medication assistance procedures.
  • Liaising with family and other caregivers regarding client status changes.
  • Collaborating and liaising with Sprint Senior Care external and internal stakeholders including staff, hospitals, HCCSS Coordinators, EMS, House Calls, primary care and other community partners as needed for overall care planning and service delivery/provision.
  • Developing and promoting services to all building tenants.
  • Ensuring the delivery of services in a safe, efficient and financially responsible manner.
  • Working collaboratively with Toronto Community Housing staff including identifying tenant needs, responding to emergencies, etc.
  • Working closely with the NCT Project Manager to plan, design, implement and evaluate the projects and initiatives identified by the Operations Committee and NCT Steering Committee to meet the objectives of the NT OHT (Ontario Health Team).
  • Participate in the rotational On Call Process.

    What You Will Bring:

    ? Post-secondary degree/diploma in nursing, gerontology, social work, health related profession, or another related field.
    ? Experience working in gerontology and/or community setting.
    ? Minimum of 2 years supervisory experience with demonstrated ability in leading effective teams.
    ? Excellent communication and interpersonal skills, with ability to establish good rapport with staff, clients, families, referral sources and partnering agencies in a multi-cultural setting.
    ? Excellent understanding of the aging process and dementia.
    ? Self-directed, results oriented and capable of working independently as well as part of a team in a team leader capacity.
    ? Excellent organizational, time management, communication, and facilitation skills.
    ? Excellent knowledge of program evaluation, risk management and quality improvement strategies.
    ? Able to work a flexible schedule including nights and weekends.
    ? High level of competency in the use of computer software systems including client information management systems and Microsoft Office suite.
    ? Excellent problem solving and decision-making skills.

    Our Caring Workplace:

    Working at Sprint Senior Care, you'll have the opportunity to be a part of a passionate team committed to providing client-centred, high-quality services to seniors in our service area.

    Sprint Senior Care�s inclusive environment is one of many benefits for staff, including Sprint
    Senior Care�s dedication to staff wellness, health and dental plan, pension, employee recognition and events, and learning opportunities including tuition reimbursement.

    We appreciate all applications; however, only applicants selected for an interview will be contacted.

    Sprint Senior Care encourages applications from candidates who reflect the diversity of our community.

    Sprint Senior Care is committed to inclusive and accessible recruitment practices in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with
    Disability Act (AODA). Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.

    Job Types: Full-time, Permanent

    Benefits:
  • Company events
  • Company pension
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Tuition reimbursement
  • Vision care
  • Wellness program
    Schedule:
  • 8 hour shift

    Ability to ON: reliably commute or plan to relocate before starting work (required)

    • Example 2

    Across the world, health and wellness have never been more important than it is right now. Come join our amazing team of people who are passionate about creating and returning clients to happy and healthy lifestyles!

    Reformotiv Physio + Pilates is located on Keefer St. between Main St. and Quebec St. in Vancouver�s historic Chinatown. We have a dedicated multidisciplinary team of Physiotherapists, Pelvic Health Therapists, and Massage Therapists who help our clients achieve optimal physical health and performance. We offer competitive compensation with access to a Health Spending Account (HSA), incredible on-the-job training as well as a fun and supportive working environment.

    Does this sound like something you�d like to be part of? If yes, keep reading!

    The Opportunity:

    We are looking for a Full-Time Client Services Manager to join our team who is personable, detail-oriented, and excels at customer service. This role is the heartbeat of the clinic, helping to ensure high-quality client service at every touchpoint. The successful candidate should be flexible to cover shifts Monday - Friday during weekday mornings and/or afternoons. Flexibility to work overtime hours when needed is necessary. Reformotiv is open Monday - Friday, and shifts are scheduled from 6:45 am - 1:45 pm and 1:15 pm - 8:00 pm.

    Core Responsibilities:
  • Maintain a strong understanding of clinic services and specialized skill sets of all therapists and be able to communicate this to our clientele when needed
  • Ensure all incoming calls, emails and in-person inquiries are answered in a polite, respectful and efficient manner
  • Manage appointment bookings, cancellations, and appointment follow-ups
  • Ensure client and staff confidentiality
  • Manage invoicing, billing, and monitor clinic performance metrics
  • Coordinate hiring and scheduling of client services team, including shift coverage
  • Oversee training and orientation of new staff
  • Reconcile and balance end of day sales, accounts receivable
  • Support bi-weekly payroll process
  • Oversee inventory and order/receive clinic supplies
  • Develop protocols and procedures to improve staff productivity
  • Manage client services team by assigning and delegating tasks as appropriate
  • Support marketing and promotional activities

    The ideal candidate should have:
  • Excellent communication and customer service skills (fluent in English both written and verbally)
  • Professional and courteous behaviour in conflict resolution
  • Attention to detail and accuracy with efficiency
  • The ability to organize and prioritize multiple tasks based on shifting priorities
  • Maturity, confidence, and self-awareness
  • The ability to exercise tact, discretion, and maintain confidentiality
  • Experience with Microsoft Office applications or other related software applications
  • Competency in using Google Docs and other application-based business tools (ie. Asana, Slack, Doodle)
  • Experience with medical office online booking and billing software (Jane preferable) or confidence in learning and adapting to new software programs
  • A positive attitude and lead by example
  • A willingness to learn, grow, & adapt

    What we can offer you:
  • A safe, fun, and inspiring work environment
  • A flexible work schedule
  • Health Spending Account
  • Opportunities for growth and development
  • A work culture rooted in reward and recognition
  • A beautiful clinic that is a short walk to two Skytrain stations (Stadium-Chinatown and Main Street-Science World) and accessible by bus or bike
  • Access to gym space and staff shower room outside of working hours
  • Discounts on product

    Compensation: Starting at $23.00/hour. Remuneration is negotiable based on experience and a proven skillset.

    Learn more about us by visiting our website at: [website]

    We deliver invaluable care to our clients and expect our Client Services Manager to back that up with a positive, efficient, and streamlined experience. If you feel you are the person we are looking for, please forward your    cover letter and resume with attention to Carrie. Include the phrase �Summer Breeze� in the Cover Letter if you are serious about applying for this role.

    References are    required*. Please ensure you can work the specified hours before applying.

    We thank all applicants for their interest however only those selected for an interview will be contacted.

    We can�t wait to meet you!

    Job Types: Full-time, Permanent

    Salary: From $23.00 per hour

    Additional pay:
  • Overtime pay
    Benefits:
  • Casual dress
  • Company events
  • Extended health care
  • Flexible schedule
  • On-site gym
  • Store discount
    Schedule:
  • Monday to Friday
  • No weekends

    COVID-19 considerations:
    All clients and staff are required to wear a mask and fill out a COVID screening questionnaire. High-touch surfaces are sanitized regularly.

    Experience:
  • Customer Support & Client Services Managers: 2 years (preferred)

    Language:
  • English (required)

    Shift availability:
  • Night Shift (preferred)
  • Day Shift deadline: 2022-06-01

    • What does a Client Services Manager do?

    At its core, a Client Services Manager position exists to ensure that clients are satisfied with the business they are working with. Client Services Managers do whatever it takes within the constraints of set business goals to accomplish this task, whether they have to work with the clients directly or oversee a team of representatives that work with customers. The ultimate goal is to increase sales and maximize customer satisfaction through direct interaction and the implementation of certain strategies.

    Client Services Manager skills and qualifications

    To get the job done right, a Client Services Manager needs to have several skills and qualifications. Some of the relevant skills for the position include:

    • Written and oral communication skills
    • Creative problem-solving skills
    • Knowledge of CRM systems like Salesforce
    • Active listening and empathy traits
    • Decision-making skills
    • Analytical thinking and data analysis skills

    Client Services Manager experience requirements

    Given that this is a management position, there are extensive experience requirements for the job. Ideally, a candidate will have three to five years of experience in a customer service role with previous experience as a manager. If a larger client base or direct people management is involved, it may make sense to increase or change requirements due to the demands of the job.

    Client Services Manager education and training requirements

    Client Services Managers have a lot of responsibilities and must be adept at strategizing and managing, so formal education is typically required. While most positions do not require as much as a master’s degree, a bachelor’s degree in business or a related field is generally a basic requirement.

    Client Services Manager salary expectations

    According to Indeed Salaries, the average salary for a Client Services Manager in Canada is $54,317 per year. This average isn’t necessarily representative of every available salary for the position, as location, company and experience can influence it quite a bit.

    Job description samples for similar positions

    If a Client Services Manager isn’t quite the position you’re looking for, some similar job description samples include:

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    Client Services Manager job description FAQs

    What qualities should you look for in a Client Services Manager?

    Industry knowledge is beneficial to any kind of client services position, but may not always be a necessity at the beginning. The details about what a company offers to clients are much easier to teach than client service skills. Candidates should bring customer service skills of their own to the position. They should be polite, friendly, communicative, and persuasive. They should also have excellent presentation and communication skills to effectively deliver information to upper management and stakeholders in the company.

    Who reports to a Client Services Manager?

    A Client Services Manager reports to upper-level management of a company, such as executives or potentially the CEO. Creating reports for upper management is an essential part of a Client Services Manager’s job. They need to create detailed metrics of customer service efforts, presentations, and pitching strategies for improvement for members of upper management. To that end, Client Services Managers may also report to relevant stakeholders in the company.

    Job Description Examples

    Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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