Operations & Client Services Coordinator - Full Time/Permanent

Looking for a role where every day isn't the same?

Anago of Manitoba is looking for an organized, resourceful and customer-focused Operations & Client Services Coordinator to join our team. This is a great opportunity for someone who enjoys working with people, solving problems and keeping multiple moving parts organized. You'll spend approximately 60% of your time visiting client locations throughout Winnipeg and the remaining time coordinating operations from our office. You'll become an important connection between our clients, Franchise Owners and management team, helping ensure services run smoothly, issues are followed through to resolution, and our clients receive the level of service they expect. Commercial cleaning experience is helpful, but it isn't required. We'll teach you our industry. We're more interested in finding someone with the right attitude, judgement, communication skills and ability to get things done.

Job description

Client Service & Problem Solving

• Build positive relationships with our clients.
• Respond professionally to client questions, requests and service concerns.
• Investigate service issues and coordinate appropriate follow-up.
• Follow through to make sure issues are actually resolved, rather than simply passed along.
• Conduct regular client check-ins and follow-ups.
• Identify recurring issues and escalate them to management when appropriate.

Field Operations & Quality

• Visit client locations throughout Winnipeg to conduct service inspections.
• Verify that service requirements and quality expectations are being met.
• Communicate service deficiencies and required corrections to Franchise Owners.
• Follow up on corrective actions.
• Assist with new client starts and service transitions.
• Coordinate occasional special services and additional work.

Franchise Owner Coordination

• Maintain regular communication with Franchise Owners.
• Communicate client expectations, schedules and service changes.
• Help resolve routine operational issues.
• Provide orientation and operational support.
• Coordinate between clients and Franchise Owners when service requirements change.
• Escalate significant operational, pricing or relationship issues to management.

Organization & Administration

• Track client requests, inspections, service issues and follow-ups.
• Keep customer and operational records accurate and current.
• Coordinate schedules and work orders.
• Prepare basic reports and operational documentation.
• Assist with quotes, proposals and special-service coordination.
• Use Outlook, Excel and other business systems to keep information organized.
• Help management keep day-to-day operational priorities moving forward.

What Will Make You Successful Here

We're less concerned about having a specific job title on your résumé and more interested in how you approach problems and work with people.

You'll likely do well in this position if you:

• Enjoy solving practical problems.
• Communicate professionally and confidently with customers.
• Are naturally organized and good at following through.
• Can manage several priorities without losing track of details.
• Ask good questions before jumping to conclusions.
• Can work independently without needing constant direction.
• Stay professional when dealing with complaints or difficult situations.
• Know when you can handle something yourself and when it needs to be escalated.
• Are comfortable using technology and learning new systems.
• Take ownership instead of simply passing problems to someone else. This last point is particularly important to us.

When something comes to you, we want you to help move it towards a resolution.

Experience We're Looking For

We welcome candidates with experience in areas such as:

• Customer service
• Operations coordination
• Account coordination
• Property or facility services
• Hospitality
• Restoration or building services
• Home or community services
• Service scheduling/dispatch
• Commercial cleaning
• Franchise operations

Commercial cleaning experience is an asset, not a requirement. Previous experience dealing directly with customers and coordinating services would be particularly valuable.

Requirements

• Strong written and verbal communication skills.
• Excellent organizational and follow-up skills.
• Comfortable using Microsoft Outlook, Word and Excel.
• Valid driver's license.
• Reliable vehicle and appropriate automobile insurance.
• Ability to travel regularly throughout Winnipeg.
• Ability to work independently.
• Comfortable visiting commercial facilities and environments.
• Availability to participate in scheduled after-hours support.

Schedule

This is primarily a Monday-to-Friday position. Because many Anago clients receive services outside regular business hours, some evening and occasional weekend availability is required. This position currently participates in an after-hours support rotation approximately two weeks per month. After-hours responsibilities are shared and may change over time based on business requirements.

What We Offer

• $45,000-$52,000 annual salary
• Car allowance
• Performance-based bonus opportunity
• Mileage reimbursement
• Extended health care
• Dental care
• Vision care
• Paid time off
• On-site parking
• Paid training
• Company events
• Opportunity for professional growth
• A varied role combining office work, client interaction and field operations

Job Type: Full-time

Pay: $45,000.00-$52,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Mileage reimbursement
• Paid time off
• Vision care

Application question(s):

• Do you have a valid driver's license?
• Are you available and willing to work some evenings and occasional weekends?

Education:

• Secondary School (preferred)

Experience:

• Customer relationship management: 1 year (preferred)

Location:

• Winnipeg, MB R2H 1J3 (preferred)

Work Location: In person