Senior Client Specialist - Retail

Your mission:

The Senior Client Specialist – Retail oversees client relations, manages escalations, prioritizes communications, and coordinates requests across departments to maintain high client satisfaction through effective service management and proactive problem‑solving in a dynamic business environment.

Your responsibilities:

• Act as a privileged intermediary for clients, serving as the primary point of contact for escalations and understanding their needs and requirements.
• Receive, prioritize, and respond to client calls and emails promptly.
• Handle client requests and ensure thorough follow‑up, such as new Client, Change of Day, or Addition of Service.
• Coordinate various requests between different work teams to ensure seamless service delivery.
• Monitor service quality, prepare monthly reports on negotiated service agreements, and other related reports. (SLA) And missed services: Supporting the customers and indicating when we can resume a service that has not been performed.
• Maintain client profiles in the computer system and generate reports on databases associated with client case management. (Changes request such as change of Owner or Change of Banner)
• Produce, validate, and invoice special service requests accurately.
• Conduct detailed research to resolve issues, complete transactions, billing issues, and support clients with cash management aspects of contracts.
• Support and actively participate in weekly/monthly client meetings with sales teams and Holiday Schedule.
• Possess knowledge of accounting principles, including general ledger accounts, debits, credits, (SOM) etc.
• Propose and implement innovative ideas to enhance operational processes.
• Perform other tasks related to achieving customer service excellence and improving client relations.

Skills and abilities required:

• Strong team player with a proven track record of collaboration and teamwork.
• Preferred: Experience or knowledge in Cash Management and Secure Transport.
• Excellent customer service skills with a focus on delivering exceptional service experiences.
• Bilingual proficiency in English and French (spoken and written).
• Comfortable using CRM systems and proficient in various computer software (e.g., Freshdesk).
• Proficiency in Microsoft Word, Excel, and Outlook.
• Strong organizational skills and ability to manage multiple priorities effectively.
• Exceptional communication skills and strong problem‑solving abilities.
• Demonstrates professionalism, autonomy, and adaptability in a fast‑paced, evolving environment.

Why choose GardaWorld Cash?

• Competitive salary
• Insurance: drug plan, vision, dental care, life, disability
• Retirement plan
• Work‑life balance
• Employee Assistance Program
• Free parking on site
• Corporate discounts
• Dynamic work team
• Global company offering long‑term career opportunities
• Mentoring, coaching and training opportunities