Customer Experience Specialist

COLLEGE OF PHYSICIANS & SURGEONS OF ALBERTA•Edmonton, AB

9d•Hybrid

About The Position

The Customer Experience (CX) Specialist works independently to manage and respond to incoming inquiries from Albertans, physicians and partners, and provide information and options to help navigate their unique situations. This role will help identify opportunities to enhance CPSA's customer experience and support the development of people-first CX processes and procedures across CPSA.

Requirements

Business (or related field) diploma.
3 years of related experience.
Proficiency in Microsoft Office or Microsoft Office 365.
Highly adaptable to new technologies and software.
Exceptional attention to detail and time management skills.
Customer-service focused and able to effectively communicate with multiple internal and external partners.
Canadian Citizenship, permanent resident status, or a valid work permit.

Nice To Haves

Advanced interpersonal and communication skills with the ability to translate advanced concepts into plain language.
Exceptional listening skills, use of empathy and customer orientation.
De-escalation and conflict resolution training is preferred.
Familiarity with Alberta's healthcare system and terminology is an asset.

Responsibilities

Respond to incoming inquiries from various sources through a customer-centric lens, providing appropriate solutions and recommendations to complex and emotionally-charged interactions.
Demonstrate a high standard of excellence by showing maturity, empathy and patience in all interactions.
De-escalate and manage high-emotion situations.
Collaborate with departments across CPSA to establish consistent and thorough inquiry responses.
Track and manage inquiries and maintain accurate inquiry records utilizing software applications.
Update and maintain CPSA’s knowledge bank to provide consistent and thorough inquiry responses.
Support customers by engaging with external agencies, as needed.
Identify trends and collaborate with internal partners on proactive solutions.
Inform, recognize and celebrate exceptional service by championing CPSA's CX approach with departments across the organization.
In support of continuous quality improvement, look for and suggest opportunities for improvement to the program and process.
Other duties as required.