Client Experience Specialist

4 weeks ago

Old Toronto Ontario, CA Medcan Full time

About Us:

Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes.

Over 80 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 700+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics.

Client Experience SpecialistThe Role:

Medcan Health Management is recruiting 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.

The Accountabilities:
  • 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.
The Requirements:
  • Bachelor’s degree 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.
  • French Bilingualism is an asset.

This position is full-time and permanent. Shifts are scheduled based on the business requirements of Medcan and staffing needs, between Tuesday to Saturday with an 8-hour shift during the hours of 7:00am to 7:00pm. 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.

Our Benefits:

Medcan’s philosophy of Live Well, For Life applies not only to our clients, but also our valued staff members. We provide paid Wellness Days along with a variety of programs to help our employees manage their mental and physical well-being. We offer special employee rates on fitness sessions, in-house specialty services, and a complimentary membership to our clinic to name a few.

We also have employee perks to continue to help our staff Live Well, For Life. This includes complimentary group fitness sessions as well as an on-site healthy lunch program provided by our own food and catering brand, Nourish. We also provide interactive webinars hosted by our in-house experts focused on Eat, Move, Think. Our enhanced benefits package is just one of the reasons why we continue to be one of Canada’s Best Managed Companies

We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no agencies please.

Diversity, Inclusion, and Accessibility:

Medcan is an equal opportunity employer committed to the principles of employment equity, diversity, and inclusion. We continuously work to provide a fair opportunity for all staff to participate and succeed at work, creating a sense of belonging, respect and a place that values the unique perspectives and lived experiences of each member of our team. We recognize the value of diversity in attributes such as age, gender identity and expression, sexual orientation and attractionality, ethnicity, race, colour, nationality, family and marital status, ability, religion and belief, freedom of thought, and any other characteristic that makes you unique. If these principles resonate with you, we encourage you to apply

If contacted for an employment opportunity, please advise your Talent Acquisition Specialist if you require accommodation.

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