Full-Time Permanent Position
Service Plus Aquatics Inc. is a rapidly expanding and progressive company dedicated to providing exceptional service to the commercial recreational aquatic industry. Since 1989, we have been recognized as a leader in commercial pool design/build services, restoration and repair, preventative maintenance, and facility management throughout Ontario.
Our success is built on quality, innovation, teamwork, ongoing training, and delivering an exceptional client experience.
We are seeking a Client Services Associate to join our team and become a key member of our Client Services Department.
The Client Services Associate is a customer-focused role responsible for providing exceptional service while coordinating daily operations between clients, field technicians, vendors, subcontractors, and internal teams.
This position is ideal for an individual who enjoys working with people, solving problems, staying organized, and managing multiple priorities in a busy service environment.
Customer service is the foundation of this role. The successful candidate must be professional, responsive, detail-oriented, and able to communicate clearly and confidently with clients throughout the service process.
This is a fast-paced position requiring excellent organizational skills, strong written and verbal communication abilities, attention to detail, and the ability to remain calm and effective while managing a high volume of daily requests.
Hours of Work: Monday to Friday, 8:00 a.m. – 5:00 p.m.
Occasional Early Starts: 7:00 a.m. for meetings, training, and operational requirements.
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Act as the primary point of contact for clients, providing professional, courteous, and timely customer service.
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Build and maintain strong relationships with new and existing clients.
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Manage a high volume of daily communication, including approximately 200+ client emails per day during peak operating periods, in addition to approximately 100+ daily service work order communications.
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Respond to client inquiries, service requests, follow-ups, and technical support requests.
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Provide accurate updates and ensure clients are informed throughout the service process.
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Resolve customer concerns professionally and escalate issues when required.
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Maintain accurate client records, site information, service agreements, and customer databases.
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Coordinate communication between clients, technicians, supervisors, vendors, and internal departments.
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Coordinate daily service activities and work orders.
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Assist with dispatch operations and technician scheduling.
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Review, update, and maintain work orders and weekly schedules.
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Coordinate client appointments, technician visits, subcontractor requirements, and vendor support.
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Prepare service reports, purchase orders, operational documentation, and client updates.
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Support seasonal operations, including pool openings, ongoing maintenance programs, and seasonal closings.
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Assist with troubleshooting coordination between clients and field teams.
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Support the Client Services Manager and internal departments with operational requirements.
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Support assigned client accounts and ongoing service requirements.
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Maintain client profiles, contracts, site documentation, and service records.
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Assist with new client onboarding and transition of new projects into active accounts.
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Support quotations, service agreements, renewals, invoicing inquiries, and customer follow-up.
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Assist with client satisfaction initiatives and retention programs.
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Maintain accurate electronic records and company databases.
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Use Microsoft Office, Outlook, accounting software, client management systems, and other business platforms.
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Quickly learn new software systems, technology platforms, and AI-supported business tools.
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Support process improvements that enhance efficiency and customer experience.
The successful candidate will have:
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Previous customer service experience.
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Excellent written and verbal English communication skills.
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Strong professional phone and email communication skills.
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Ability to communicate clearly and effectively with clients, vendors, and internal teams.
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Strong organizational skills and attention to detail.
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Ability to manage multiple priorities in a high-volume environment.
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Strong problem-solving skills and the ability to take ownership of tasks.
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Excellent computer skills and the ability to quickly learn new software systems.
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Professional, positive attitude with strong interpersonal skills.
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Ability to work independently while contributing effectively as part of a team.
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Dependability, adaptability, and willingness to learn.
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College diploma or university degree in Business Administration, Customer Service, Accounting, or a related field.
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Experience with Sage 100 or similar business software.
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Experience in the aquatic, construction, maintenance, or service industry.
This is a full-time permanent career opportunity for an individual seeking a long-term position with a growing company.
Candidates must be legally eligible to work in Canada and provide appropriate documentation confirming their eligibility to work.
The successful candidate must be available for the required Monday to Friday schedule and be committed to meeting the ongoing responsibilities and expectations of this role.
Comprehensive training will be provided, including:
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Company policies, procedures, and client service standards.
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Internal software systems and operational processes.
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Client management and service coordination procedures.
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Field training with Preventative Maintenance Technicians.
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Equipment, maintenance, and operational knowledge.
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Ongoing professional development and cross-training opportunities.
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Join a growing and respected Ontario company.
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Work in a role where customer service makes a direct impact.
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Be part of a supportive, professional, and team-focused environment.
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Develop valuable skills in client relations, operations, and service coordination.
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Enjoy a stable, full-time permanent career opportunity.
Service Plus Aquatics Inc. is committed to providing a respectful, welcoming, accessible, and inclusive workplace for all employees and clients. We are dedicated to maintaining a barrier-free environment and complying with the Accessibility for Ontarians with Disabilities Act (AODA), 2005, and all applicable accessibility legislation.
