Director of Client Relations and Account Management (HVAC and Home Services)

at  ContactPoint360

At the heart of our company, we are dedicated to delivering exceptional HVAC and Home Services that push boundaries and exceed client expectations across Canada. We are seeking an experienced Director of Client Relations and Account Management to be our on-site representative at a key client’s Markham office, to support multi-geographic call center operations that service out client. Must also be willing to travel to near and offshore call center operations to support the client and deliver teams.
The ideal candidate will have extensive experience in the HVAC, Home Services and the BPO or Call Centre industry. They must also excel at building lasting client relationships and have a strong understanding of how to leverage data and KPIs to drive performance and growth.

QUALIFICATIONS:

• In depth understanding of call centre operations, either BPO or captive.
• Bachelor’s degree in business, Marketing, or a related field; experience in HVAC or Home Services industry preferred.
• 7+ years of experience in client relations, account management, or a similar role within HVAC, Home Services, or related industries.
• Demonstrated ability to build and maintain strong client relationships, particularly within the home services and HVAC sectors.
• Strong analytical and decision-making skills, with the ability to use data to drive improvements in service delivery and customer satisfaction.
• Excellent problem-solving abilities with a proactive approach to addressing service and client-related challenges.
• Strong communication and interpersonal skills, with the ability to work collaboratively with service teams and independently as required
  If this sounds like you and you’re ready to make a lasting impact in the HVAC and Home Services industry, we’d love to hear from you. Join us in delivering top-tier service to our Canadian clients and help us continue pushing boundaries and redefining what’s possible in the home services secto

• Develop and maintain strong, long-term relationships with key stakeholders in the HVAC and Home Services sectors.
• Act as a client champion for multiple call centers, both near and offshore, to help ensure effective service delivery.
• Serve as the primary point of contact for clients, ensuring their needs are met through quality service delivery, focusing on efficiency and customer satisfaction.
• Analyze client data specific to HVAC and Home Services to identify trends, address pain points, and uncover growth opportunities.
• Proactively address client concerns related to service quality, system performance, and maintenance needs, resolving issues promptly and effectively.
• Lead the achievement of performance metrics (KPIs) tied to HVAC and service benchmarks, such as response times, maintenance schedules, and customer satisfaction scores.
• Collaborate closely with operations and service teams to ensure smooth service delivery and operational excellence in all home service functions.
• Provide regular updates and insights to senior management regarding account status, growth prospects, and any risks specific to the HVAC and Home Services industry.
• Work setting is Hybrid, minimum 3 days on site at the client’s Markham office, embodying our company’s values of reliability, efficiency, and customer care.