Client Experience Specialist, Inbound
About The Position
Medcan Health Management is recruiting for an enthusiastic, well-spoken and client-focused individual to join our Client Experience Team. The Client Experience Specialist Inbound 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. The successful candidate will be a self-starter, have a drive for finding the best solution for the client, possess a genuine passion for health and wellness, demonstrate a history of building trusting relationships with clients, and have the ability to thrive in a fast-paced environment.
Requirements
- 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.
Nice To Haves
- Proficiency in Salesforce is an asset.
- French Bilingualism is an asset.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
