PortHolland Plumbing Heating & Cooling is building Calgary’s best client care team — the first voice our customers hear and the difference between a missed call and a booked job. As Client Care Lead, you are our most experienced front-line specialist: you set the standard on the phones, mentor newer Client Care Specialists, and own the escalations that need a steady, senior hand.
This is a senior individual-contributor role, not a management position. You will still carry a daily call load and hit your own performance targets, while acting as the go-to coach and quality example for the team. It is the natural next step for a top Client Care Specialist and a proven path toward a future Client Care Supervisor or Manager seat.
What you’ll do
- Create a positive customer experience on every interaction — make a great first impression and reinforce our goal of being every customer’s first call for service.
- Respond to inbound calls from current and prospective customers with warmth, timeliness, and accuracy; convert a high percentage of opportunities into booked appointments.
- Work to resolve customer issues on the first call — supporting PortHolland’s goal of solving 90% of problems on first contact and staying top-of-mind as the customer’s first call for service.
- Run outbound calling for scheduled-maintenance reminders, membership renewals, and recovery of unbooked or cancelled calls.
- Promote and renew Club Memberships and ensure preventative-maintenance appointments are scheduled.
- Work hand-in-hand with Dispatch to schedule the right job at the right time and debrief technicians with accurate customer information.
- Receive and resolve escalated customer concerns with empathy and composure; investigate the issue, communicate clearly, and follow through to a resolution.
- Act as a mentor to Client Care Specialist I, II, and III team members — model the call script, share what works, and help newer reps hit their metrics.
- Maintain complete, accurate, and up-to-date information in the customer database.
- Promptly flag service issues and trends to the Client Care Manager so customer satisfaction is protected.
- Help meet daily, weekly, and monthly call and booking targets for the department, and support teammates to do the same.
What you bring
- 5+ years of customer service in a call-centre setting; prior experience in our call centre is a strong asset.
- A track record as a top performer who newer teammates naturally look to.
- Strong negotiation and de-escalation skills, with the ability to communicate clearly in a positive, nurturing manner.
- Highly organized and detail-oriented; able to meet tight deadlines and hold yourself (and others) accountable.
- Comfortable performing multiple tasks in a fast-paced environment.
- Exceptional interpersonal and communication skills, written and verbal.
- Proficient with Microsoft Office and field-service / scheduling software; quick to learn new systems.
- Geographical knowledge of the Calgary service area and/or strong map-reading skills.
- High school diploma or equivalent required; post-secondary education an asset.
Working conditions
- In-office, cubicle call-centre environment; seated and on the phone for the majority of the workday (approx. 80%).
- Occasionally lift 5–10 lbs.
- Good visual acuity and the ability to operate computer-aided call-management hardware and software.
- Ability to work extended hours, evenings, or weekends when the schedule requires.
What we offer
- A clear growth path from Client Care Specialist → Lead → Supervisor → Manager.
- Ongoing training and coaching as part of a structured, metrics-driven team.
- Competitive wage based on experience, plus benefits and performance incentives.
- A respectful, team-first culture backed by the PortHolland Property Group.
Pay: $25.00-$35.00 per hour
Work Location: In person
