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Job Title: Client Experience Advisor   Date Posted: 07/03/26 Ref. Number: 726 Type: Full Time Part Time Location: Stouffville Requirements: Client Experience Advisor Stouffville, ON $22–$24 per hour Permanent Position Benefits: RRSP & DPSP Matching Program, Wellness Account, Leadership Development Opportunities About the Company Founded in 1945, this organization is one of Canada’s most respected names in luxury swimming pools, backyard living, retail pool products, and white-glove maintenance services. The company is committed to delivering exceptional customer experiences that reflect the quality of its brand and the trust customers place in it. The organization operates through CLEAR Core Values: Communication, Learning, Engagement, Accountability, and Respect — which guide how customers are served, teams are supported, and the business grows. Position Summary Reporting to the Customer Care Manager, the Client Experience Advisor serves as a trusted advocate for customers and an ambassador of the brand. This is not a traditional customer service role. This role focuses on delivering a white-glove customer experience by: Anticipating customer needs Ensuring commitments are communicated and fulfilled Building strong customer relationships Coordinating across internal teams to deliver seamless service You will act as a key point of contact throughout the customer journey, ensuring every interaction strengthens trust and loyalty. What Success Looks Like (First 12 Months) Strong relationships built across multiple service lines Improved customer satisfaction and retention Proactive resolution of customer concerns before escalation Timely, clear, and professional communication Effective management of escalated situations Stronger overall brand confidence Improved coordination between customers and internal teams Contribution to a culture of service excellence Key Responsibilities Client Experience & Relationship Management Serve as a primary point of contact for escalated or high-touch customer needs Build trust through proactive communication and follow-through Understand customer expectations and deliver personalized service Anticipate concerns and coordinate solutions in advance Conduct proactive customer outreach and follow-ups Customer Advocacy Act as the voice of the customer within the organization Partner with internal teams to ensure commitments are met Escalate issues appropriately while balancing customer and business needs Identify recurring issues and recommend improvements Support leadership with service feedback and insights Escalation Management & Service Recovery Handle escalated concerns with professionalism and empathy De-escalate challenging situations and guide positive outcomes Investigate issues and coordinate resolutions Ensure proper follow-up and resolution tracking Maintain composure in high-pressure interactions Operational Coordination Coordinate with service, retail, construction, admin, and leadership teams Ensure accurate documentation of customer interactions and commitments Monitor outstanding issues to ensure timely resolution Support service excellence and communication initiatives Qualifications Required 2+ years in customer experience, client relations, hospitality, concierge, account management, or similar roles Strong verbal and written communication skills Proven conflict resolution and de-escalation abilities Strong relationship-building skills Excellent organization and attention to detail Ability to manage multiple priorities in a fast-paced environment Proficiency with Microsoft Office and CRM systems Valid G Driver’s License (occasional customer site visits required) Preferred Experience in luxury service, hospitality, or home services Experience managing escalated customer issues Cross-department coordination experience Familiarity with EOS (Entrepreneurial Operating System) Experience with CRM/ERP systems Schedule & Location This is primarily an office-based role in Stouffville, with occasional customer site visits required. Flexibility is needed during peak seasonal periods. Description: Hours per week: Rate of Pay: