Customer Experience Specialist

7 months ago

Surrey, Canada Rumor Avenue Full time

**Who We Are**

Rumor Avenue is a product studio that supports multiple high-growth tech startups, agencies and Fortune 500 companies. We are unique in our approach of design, development, strategy and product vision. We partner with mission driven ideas that make the world a better place.

**Job Summary**

This position will support one of our partner companies that are launching several verticals in the healthcare domain.

Your role within operations will be vital to the overall customer experience. By mastering the entire patient journey, your aim is to establish an effortless and consistently delightful experience. You'll serve as a dedicated advocate for the patient, nurturing a culture that revolves around putting the patient's needs at the forefront. We are looking for a proactive, organized, and experienced professional with high attention to detail. This position is dynamic in which you will be managing several tasks, ranging from customer service, to research and logistics. Excellent verbal and written communication skills are required. A background in healthcare, specifically with pharmacy experience, order management and logistics is an advantage.

This position requires someone who is extremely tech savvy, has a positive attitude, can work full-time and has the ability to work in our Surrey office. Experience working in a startup environment would also be an asset. You will have the opportunity to help build the business, share your knowledge and ideas without going through a large chain of command, and work independently while supporting the growing team.

**Responsibilities**:

- Take charge of all patient-related communications, setting a superior standard for patient care and satisfaction.
- Serve as the primary point of contact for resolving customer experience and pharmacy issues promptly and effectively.
- Play a key role in shaping the overall vision and strategy by assuming responsibility for refining and optimizing the patient journey.
- Leverage insights and feedback from customers to shape product strategies that meet patient needs effectively.
- Identify emerging trends or challenges, collaborating with leadership to proactively devise solutions.
- Collaborate with the partners medical and pharmacy teams to enhance patient service, identifying avenues to minimize issues and expedite patient delivery.
- Spearhead innovation, changes and enhancement on special projects.

**Requirements**:

- Experience working in a customer service/support role.
- Experience managing orders, shipping and logistics.
- Excellent verbal and written communication skills.
- Ability to work independently and with other team members.
- Ability to plan, organize and prioritize effectively.
- Proactive with the ability to take initiative and anticipate needs.
- A valid BC Driver's License and access to a vehicle.
- Nice to have. 1-3 years experience in the healthcare/pharmacy industry.

**This position is NOT IDEAL for someone who**:

- Needs constant supervision and direction to complete tasks.
- Is not interested in learning or adding value to our high-growth projects.

**Additional Information**:

- This individual must live in British Columbia and be able to work in our Surrey office.
- Full-time (40 hours per week).
- 2 - 3 weeks vacation per year.
- British Columbia Driver's License and vehicle are required.
- Health & dental coverage.
- Casual dress.
- On-site parking.

**Salary**: $50,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Surrey, BC V3S 5K7: reliably commute or plan to relocate before starting work (required)

Application question(s):

- How many years experience do you have with order management, shipping and logistics?
- This role requires a very tech savvy person - tell us what systems you are proficient in.
- Are you proficient in verbal and written English?
- Do you have experience in the healthcare/pharmacy industry? Please describe.

**Experience**:

- customer service: 1 year (required)

Work Location: In person

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