Senior Client Services Specialist

at  Blackbird Security Inc

Blackbird Security is Canada’s fastest-growing national security company, operating coast to coast with major branches in all 10 provinces. We pride ourselves on combining the professionalism of a large corporation with the personalized touch of a small business, specializing in tailored physical security solutions nationwide. Our operations are guided by core values—Respect, Integrity, Teamwork, and Adaptability—which serve as the bedrock of our corporate culture.
Blackbird Security is seeking a dynamic and experienced Senior Client Services Specialist to join our Vancouver headquarters. In this key role, you will drive client satisfaction by expertly managing and strengthening relationships, ensuring their needs are met with professionalism, efficiency, and care. As a leader, you will guide and inspire a high-performing team to achieve operational excellence. Collaborating closely with our Operations and Business Development teams, you will play a critical role in delivering outstanding service and tailored support to our diverse clientele.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in client services, with at least 2 years in a supervisory or managerial role.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities as well as attention to detail and accuracy are required.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work collaboratively in a fast-paced environment.
• Experience in the security industry is an asset, but not required.
• Comfortable learning and using new software and systems.
• Ability to take charge and take initiative.
• Previous experience leading a team.

KEY RESPONSIBILITIES:

• Client Relationship Management: Serve as the primary point of contact for clients, addressing inquiries, resolving issues, and ensuring client satisfaction.
• Team Leadership: Supervise and mentor a team of client service specialists, providing guidance and support to achieve departmental goals.
• Operational Oversight: Oversee the execution of client service operations, ensuring adherence to company standards and protocols.
• Process Improvement: Identify opportunities to enhance service delivery processes and implement best practices to improve efficiency and client satisfaction.
• Reporting: Prepare and present regular reports on client interactions, team performance, and service metrics to senior management.
• Project Management: Assigning key projects and key tasks to ensure completion with oversight while working with the team to ensure deadlines are met.

WHAT YOU’LL DO

• Serve as the primary point of contact for clients, establishing and maintaining strong, positive relationships.
• Communicate project progress, challenges, and successes regularly to clients, and internal teams ensuring alignment and transparency.
• Gather client feedback and ensure their expectations are being met throughout the project lifecycle.
• Facilitate internal and client meetings, reviews, and presentations, ensuring clear and professional communication.
• Ensure project deliverables meet the required standards of quality, both internally and from a client perspective.
• Conduct regular quality checks throughout the project to prevent issues from becoming major problems.
• Review final deliverables before submission to clients, ensuring they align with agreed-upon expectations.
• Review, revise, and prepare reports with data analysis to clients as needed.
• Prepare, evaluate, and distribute quotes.
• Respond to emergency and coverage requests.
• Maintain thorough project documentation, including project plans, training documents, progress reports, meeting notes, standard operating procedures, site documentation, and deliverables.
• Provide regular project status updates to clients, leadership, and other stakeholders.
• Document lessons learned and best practices for future project improvements.
• Lead and motivate cross-functional teams, ensuring everyone is aligned with project goals and deadlines.
• Assign tasks and responsibilities to team members based on expertise and project needs.
• Ensure team members have the resources and support needed to complete tasks effectively.
• Foster a collaborative environment where team members can voice concerns, share ideas, and work together towards common goals.
• Assist with ad-hoc projects and support the administrative and leadership teams as needed.