Client Concierge Manager

Job Description

Job Description

Job Description

About the Role

We are seeking a Bilingual (English/French) Client Concierge Manager to join our growing team. The ideal candidate will bring strong communication skills, a solutions-oriented mindset, and a commitment to providing outstanding customer service in a dynamic and fast-paced environment. This is a full-time role with opportunities for advancement within a company that values promoting from within. The candidate will possess leading customer service principles designed to deliver exceptional experiences. The position can be fully remote out of B.C or Alberta or a hybrid work model from our Oakville office.  

Key Responsibilities

• Respond to customer inquiries via phone, email, and support tickets in a timely and professional manner (bilingual support in English and French required).

• Accurately process cancellations and transfers of vehicle protection plans.

• Provide support to dealership partners, addressing contract-related and administrative inquiries.

• Manage and maintain customer records and accounts.

• Lead client concierge team and elevate our clients experiences

• Develop best in class SOPs for the department

• Train and coach team members to ensure client experiences are delivered to our expectations

• Client Concierge team will work in 2 shifts 9-5 EST and 12-8 EST, manager may be required to alter shifts to support team members.

• Audit team members to ensure delivery of support meets SOPs

• Handle and resolve customer complaints with empathy and efficiency.

• Follow up with customers to ensure issue resolution and satisfaction.

• Identify customer needs and offer appropriate solutions and services.

• Prioritize tasks and manage multiple client issues simultaneously.

• Deliver exceptional service at every touchpoint, reinforcing our brand commitment to quality.

Qualifications & Experience

• RIBO license is preferred, if you do not currently hold one, you will be required to be eligible and obtain it within 2 months of employment.

• Minimum 3 years of customer service experience required, preferably in the automotive, insurance, or warranty industries or any luxury brands.

• Dealership Experience preferred.

• Completion of Secondary School is required.

• Bachelor's degree preferred and will be given preference.

• Bilingual in English and French (spoken and written) is mandatory.

Knowledge, Skills, and Abilities

• Proficient in MS Office Suite (Excel, Word, PowerPoint), G-Suite, and Outlook.

• Strong verbal and written communication skills with a professional and courteous demeanor.

• Exceptional interpersonal skills for working with customers, dealers, and internal teams.

• Capable of adapting to changing priorities with a proactive and positive attitude.

• Highly organized, self-motivated, and able to work independently with minimal supervision.

• Demonstrated ability to take ownership of tasks and lead by example.

• A reliable vehicle is required.

• Currently holding a RIBO license or willing to obtain the license.

What We Offer

• Competitive salary

• On-site parking (Oakville location)

• Tuition reimbursement

• Monday to Friday schedule (no weekends)

• A supportive, growth-oriented environment with opportunities for advancement

Benefits:

• Company events

• Disability insurance

• Employee assistance program

• Extended health care

• Paid time off

• Tuition reimbursement

• Vision care

• Wellness program