Client End User Specialist - 12 Month Term

Benevity•Calgary, AB

23h•Hybrid

About The Position

Benevity is seeking Client End User Specialists to engage with their end users, clients, and nonprofit organizations to drive their mission of changing the world. This role requires individuals who are detail-oriented, excel at multitasking, and are eager to join a collaborative team. The specialist will work with renowned companies and charities, supporting their efforts to make a meaningful impact. The ideal candidate is self-motivated, adaptable, a quick learner, enjoys solving challenging problems, and appreciates a casual work environment.

Requirements

Bachelor's degree or equivalent experience
At least 2 years in customer service or client management
Strong interpersonal and communication skills, both written and verbal
Ability to excel independently and as part of a team
Adaptability to dynamic environments and comfort with change
Skilled in navigating ambiguity and complex systems
Proficient in analyzing information and understanding subtleties in written communications
Expertise in establishing rapid relationships through email and phone

Nice To Haves

Proficiency in a second language is beneficial

Responsibilities

Deliver exceptional service to turn clients into Raving Fans of Benevity!
Serve as the subject matter expert for your assigned clients, bringing deep knowledge of their program guidelines, nuances, and needs to every interaction
Proactively identifying, triaging, and resolving escalations before they reach clients or leadership
Serve as the main point of contact for client support inquiries via email, messaging, and phone
Be the first line of support for client-specific questions from the broader EUC team, including third-party partners, coaching them through nuanced requests
Maintain all service level agreements diligently
Escalate client concerns to guarantee swift resolution
Communicate system issues and enhancement suggestions to the development team
Address support requests both in writing and verbally
Run training sessions and create resources for client-specific knowledge; review requests and conduct quality control measures to drive continuous improvement
Build strong working relationships with Client Success, Technical Account Management, and Managed Services teams, joining client meetings where EUC expertise adds value
Deliver data-driven insights through regular analysis of CSAT scores, one-touch resolution rates, and user feedback, translating trends into actionable recommendations