Client Service Specialist

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Mitacs is a national not-for-profit that helps industry and non-profit partners solve strategic challenges by leveraging Canada’s world-class post-secondary talent and a global network of industry, academic, and government partnerships. Through these collaborations, Mitacs helps business and community partners succeed, improves students’ on-the-job skills development, and strengthens Canada’s world-class innovation ecosystem. At Mitacs, we strive to develop the next generation of innovators with vital research and business skills. In partnership with domestic and international companies, governments, and academia, we support a new economy using Canada’s most valuable resource – its people. 

To get a better understanding of Mitacs and read the complete job description, please visit our website: https://www.mitacs.ca/careers/

Client Service Specialist

POSITION SUMMARY

Mitacs has been growing at a rapid pace over the last few years. To sustain its rapid growth, we are committed to strengthening our customer-facing activities. The Client Service Specialist as a member of the Service Delivery Team, will be responsible to handle client inquiries from various departments, ensuring prompt and effective communication, and to develop both new and existing business relationships, as well as onboard and guide external stakeholders throughout the entire client journey at Mitacs, all while ensuring they understand and see the value add of a Mitacs partnership and its various offerings. This role has the intent of bridging the gap between all delivery teams and the business development teams to offer the optimal client experience. Achievement, Collaboration, Creativity, Decolonization, EDI, unity are key values considered in this position.

ROLES & RESPONSIBILITIES

• Work as part of the Service Delivery Team to ensure optimal client experience and satisfaction of external stakeholders
• Serve as the first point of contact for inquiries from various teams, including Application & Award Administration, Program Design, Business Development, and Finance
• Respond to client inquiries in a timely and professional manner, ensuring their concerns are addressed promptly
• Accurately gather and document necessary information from clients to facilitate a smooth handover to the appropriate department or specialist
• Ensure inquiries are followed up on when needed to ensure satisfaction and to track the progress of any ongoing issues
• Maintain detailed records of client interactions, inquires, and resolutions in Mitacs’s CRM system
• Work closely with other departments to relay client feedback, identify potential areas for service improvements, and ensure consistent client experience
• Assist clients in providing information on services, program features, and updates, ensuring they are fully informed and supported
• Responsible for onboarding external stakeholders to Mitacs and its client journey
• Guide external stakeholders through the application process, award and value maximizing of their project(s), as well as through various systems
• Always ensure data integrity for data points on interactions and stakeholder accounts and applications
• Bridge the gap between delivery teams activities and external stakeholders needs
• Support the organization to ensure relationship continuity is maintained with clients
• Be a subject matter expert on client service and support best practices
• Other duties as required

QUALIFICATION & SKILLS REQUIRED

• A minimum of 1-3 years of experience in customer service, customer support, or customer experience
• High attention to detail and accuracy in information gathering and documentation
• Advanced working knowledge of Microsoft Word, Excel and Outlook
• Experience working with any CRM and ERP
• Experience working in a multi-departmental corporate environment
• Ability to multitask and manage time effectively in a fast-paced environment
• Strong problem-solving abilities and proactive approach to client support
• Must be results-oriented, positive, and team-oriented mindset
• Must possess excellent verbal and written communication skills
• Flexibility and adaptability to changing priorities

Hiring Range: $52,160 - $61,940

Hiring and Salary Range Transparency 

Typically, employees are hired, transferred, or promoted within the salary range, specifically between the minimum and midpoint in the hiring range.

The salary range refers to the range of base salaries for a given position, encompassing the minimum and maximum amounts. The midpoint of the range is positioned approximately halfway between the minimum and maximum, indicating a fully qualified employee with comprehensive job knowledge and experience for the role.

Only in rare and exceptional circumstances, where a candidate has the experience, skills, and expertise that far exceed those required for the position, would we consider paying above the hiring range for this role.

Equity, diversity, and inclusion (EDI) and decolonization are core values at Mitacs: Equity, Diversity, and Inclusion - Mitacs. We believe a diverse workforce comprised of individuals with different ideas, strengths, interests, and backgrounds (e.g., gender identities and expressions, Indigeneity, race, abilities, sexual orientation, and other identities) are crucial to our success. We welcome everyone to apply and encourage you to connect with us if you require accommodations during the recruitment process.