[Hiring] Client Experience Specialist @Medcan

Role Description

Medcan Health Management is recruiting for an enthusiastic, well-spoken and client-focused individual to join our Client Experience Team. The Client Experience Specialist role is responsible for delivering an efficient, professional and knowledgeable customer experience for all clients, booking Medcan's Annual Health Assessment, in conjunction with our Membership offerings, while also promoting our 15+ in-house services.

This position is full-time, 18-months contract.

What You'll Do:

• Provide exceptional client service, build strong client relationships, and serve as a brand ambassador, demonstrating flexibility and the ability to adapt to changing priorities.
• Leverage exceptional product knowledge, brand understanding, selling points and featured seasonal services/products.
• Use excellent communication and multitasking skills to respond to customer inquiries in a timely manner, managing multiple inbound/outbound client support channels including phone, email, live chat, social and in-person.
• Manage the scheduling and booking of appointments for existing and new clients, while recommending appropriate services to clients based on client health aspirations.
• Increase sales via cross-selling, up-selling, add-on sales and promotional offers.
• Quote and discuss fees and payment policies, and address inquiries regarding invoices, payments, and collections.
• Undertake timely and organized client follow-ups via multiple client channels.
• Coordinate with other department staff to ensure exceptional delivery of service.
• Provide ongoing technical support for our online client portal.
• Participate in client satisfaction initiatives and proactively communicate customer feedback.
• Assist with training and mentoring of new staff.

Qualifications

• Bachelor’s degree or post-secondary diploma in business, health or a related discipline.
• Minimum of 1-2 years of experience in a customer service position, contact centre and/or client loyalty.
• The ability to navigate difficult conversations and interactions with professionalism.
• A proven track record of being resourceful and finding solutions even when there is no clear path.
• Persistent attitude, numbers-driven and self-motivated.
• Proficiency in Microsoft Office suite required.
• Proficiency in Salesforce is an asset.
• Proficiency in additional languages, including French, Mandarin, and/or Cantonese, is considered an asset.

Requirements

• This position is full-time, 18-months contract.
• Shifts are scheduled based on the business requirements of Medcan and staffing needs, between Tuesday to Saturday and consist of 8.5-hour shifts scheduled between 8:00 a.m. - 4:30 p.m.
• This is a fully remote position with occasional requirements to come on site for training and team meetings/events. Schedule may rotate based on business needs and availability.

Benefits

• Pay range based on projected On-Target Earnings for year one of employment.
• The compensation range provided reflects a projected estimate for the first year of employment and includes base salary plus anticipated variable commission earnings.
• Actual commission will vary based on individual performance, team targets, and business conditions.
• Over time, commission earnings may grow as the employee gains experience, builds client relationships, and achieves performance milestones.
• This projection is not a guarantee of future earnings and should be viewed as an illustrative example based on current compensation models.