CUSTOMER EXPERIENCE MANAGEMENT SPECIALIST - HYBRID
About The Position
The Customer Experience Management Specialist serves as the primary point of contact for complex member concerns requiring specialized support beyond the frontline Contact Centre. Taking full ownership of each case from initial contact through resolution, this role is responsible for delivering exceptional service while ensuring members receive timely, accurate, and compassionate support. In addition to managing live transfers, the Customer Experience Management Specialist proactively contacts members who provide feedback through post-interaction surveys to better understand their experience, resolve outstanding concerns, and build confidence in GreenShield's service. Working within established policies, procedures, and service standards, the Customer Experience Management Specialist collaborates with internal business partners—including Claims, Drug Authorization, Contact Centre Operations, and other operational teams—to investigate issues, coordinate solutions, and communicate outcomes to members. This role also plays a critical part in supporting organizational improvement by ensuring every member interaction is accurately documented and categorized. Through consistent, high-quality data capture including escalation drivers, root causes, avoidable versus unavoidable issues, and resolution outcomes— The Customer Experience Management Specialist provides the information needed to identify trends and support business decisions. The Customer Experience Management Specialist works closely with Supervisor, Customer Service Operations by maintaining accurate case records, identifying recurring member concerns, and contributing insights that support coaching, process improvements, and initiatives designed to enhance the overall member experience.
Requirements
- Experience in a contact centre or member service environment managing complex customer interactions.
- Demonstrated experience handling escalated or sensitive member concerns.
- Strong conflict resolution and de-escalation skills.
- Excellent written and verbal communication skills.
- Strong analytical thinking and sound decision-making abilities.
- Exceptional attention to detail with the ability to maintain accurate documentation.
- Proven ability to work independently while managing multiple priorities.
- Strong organizational and case management skills.
- Ability to collaborate effectively with cross-functional teams.
- Proficiency in English is required.
Nice To Haves
- Experience in health benefits, insurance, or claims administration.
- Experience with case management or complaint resolution.
- Experience working with reporting or operational data.
- Bilingual (English/French).
Responsibilities
- Serve as the primary point of contact for complex member concerns requiring specialized support.
- Take full ownership of each case from initial contact through resolution.
- Deliver exceptional service and ensure members receive timely, accurate, and compassionate support.
- Proactively contact members who provide feedback through post-interaction surveys to understand their experience and resolve concerns.
- Collaborate with internal business partners (Claims, Drug Authorization, Contact Centre Operations, etc.) to investigate issues, coordinate solutions, and communicate outcomes.
- Accurately document and categorize every member interaction, including escalation drivers, root causes, avoidable/unavoidable issues, and resolution outcomes.
- Maintain accurate case records.
- Identify recurring member concerns.
- Contribute insights to support coaching, process improvements, and initiatives to enhance the member experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
