Client Experience Advisor
Location: Stouffville, Ontario
Salary: $22 - $24 per hour
Benefits: RRSP & DPSP Matching Program, Wellness Account, Leadership Development Opportunities
About Betz Pools
Founded in 1945, Betz Pools is one of Canada's most respected names in luxury swimming pools, backyard living, retail pool products, and white-glove maintenance services. We are committed to delivering exceptional experiences that reflect the quality of our brand and the trust our customers place in us.
We stay CLEAR at Betz through our Core Values of Communication, Learning, Engagement, Accountability, and Respect. These values guide how we serve our customers, support our teams, and grow our business.
Position Summary
Reporting to the Customer Care Manager, the Client Experience Advisor serves as a trusted advocate for our customers and an ambassador for the Betz brand.
This is not a traditional customer service role.
This role is responsible for delivering a white-glove customer experience by ensuring customer needs are understood, anticipated, communicated, and resolved. The successful candidate will proactively build relationships with customers, coordinate internally to ensure commitments are delivered, and act as a trusted point of contact throughout the customer journey.
The ideal candidate understands that exceptional service goes beyond responding to requests. It requires anticipating customer needs, identifying potential concerns before they become problems, and creating positive experiences that strengthen customer loyalty and trust.
What Success Looks Like
Within your first 12 months, you will:
- Build strong relationships with customers across multiple service lines.
- Improve customer satisfaction and customer retention.
- Proactively identify and address customer concerns before they escalate.
- Deliver timely and professional communication throughout the customer journey.
- Successfully manage and resolve escalated customer situations.
- Strengthen customer confidence in the Betz brand.
- Support operational teams by ensuring customer expectations are clearly understood and communicated.
- Contribute to a culture of service excellence and continuous improvement.
Key Responsibilities
Client Experience & Relationship Management
- Serve as a primary point of contact for customers requiring additional support, follow-up, or coordination.
- Build trust-based relationships through proactive communication and consistent follow-through.
- Understand customer needs, preferences, and expectations to deliver personalized service.
- Anticipate customer concerns and proactively coordinate solutions before issues arise.
- Conduct customer outreach and follow-up activities to strengthen engagement and satisfaction.
Customer Advocacy
- Act as the voice of the customer within the organization.
- Partner with operational teams to ensure customer commitments are delivered.
- Escalate concerns appropriately while balancing customer needs and business objectives.
- Identify recurring customer concerns and recommend improvements to leadership.
Escalation Management & Service Recovery
- Manage customer escalations with professionalism, empathy, and urgency.
- De-escalate difficult situations and help guide conversations toward positive outcomes.
- Investigate concerns, coordinate resolutions, and ensure appropriate follow-up.
- Protect and strengthen customer relationships during service recovery situations.
- Maintain professionalism and composure during challenging customer interactions.
Operational Coordination
- Coordinate with service, retail, construction, administration, and leadership teams to support customer needs.
- Ensure customer information, commitments, and follow-up actions are accurately documented.
- Monitor outstanding customer concerns to ensure timely resolution.
- Support customer communication initiatives and service excellence programs.
Qualifications
Required
- 2+ years of experience in customer experience, customer success, client relations, hospitality, concierge services, account management, or a related field.
- Exceptional verbal and written communication skills.
- Strong conflict resolution and de-escalation abilities.
- Demonstrated ability to build relationships and establish trust.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office and customer management systems.
- Valid G Driver's License and willingness to visit customer properties when required.
Preferred
- Experience in luxury service, hospitality, home services, property services, retail, or relationship-based customer environments.
- Experience managing escalated customer concerns.
- Experience coordinating across multiple departments.
- Knowledge of EOS (Entrepreneurial Operating System) principles.
- Experience working with CRM, ERP, or customer management platforms.
Schedule & Location
This is primarily an office-based position with occasional customer visits as required. Flexibility is needed during peak seasonal periods to support operational demands.
