Customer Experience Specialist

3 weeks ago

Edmonton, Canada College of Physicians & Surgeons of Alberta Full time

As the **Customer Experience (CX) Specialist**, you are responsible for managing and responding to incoming inquiries at CPSA and championing the work of CPSA's CX initiatives. You are a creative problem solver who has a people-first approach to interactions and are excited to be a part of a growing team at CPSA.

You will spend your days interacting with and answering questions from Albertans, physicians, physician assistants, facilities, medical clinics and others healthcare professionals by working independently and collaborating with other team members across CPSA. You will also help identify opportunities to enhance the customer experience at CPSA and support the development of people-first CX processes and procedures for CPSA.

**Success on our team means**:

- You want to build and maintain positive relationships with our team members.
- You are a creative problem solver who can make decisions and identify opportunities for process improvements.
- You are comfortable receiving and sharing feedback.
- You are adaptable and comfortable with change.
- You are a team player with a can-do attitude exemplified by patience, enthusiasm and a willingness to learn and grow.

**KEY RESPONSIBILITIES**
- Demonstrate a high standard of excellence by showing maturity, empathy and patience in all interactions.
- Collaborate with departments across CPSA to establish consistent and thorough inquiry responses.
- Adopt and identify opportunities for CPSA's customer experience program and other key business processes.
- Make recommendations to communications or processes based on inquiry trends.
- Inform, recognize, and celebrate exceptional service by championing CPSA's CX initiatives with departments across the organization.

**For additional role specifics, please see the position profile attachment located at the bottom of this posting.**

**QUALIFICATIONS**

**Education**:

- Advanced technical knowledge of a specific function or discipline (specialist), or general business knowledge of multiple functions or business processes (generalist) typically obtained through a 2-3 year post-secondary diploma, or equivalent.

**Experience**:

- Requirement for 3 to 5 years of related experience in a customer centric role.

**Skills**:

- Strong interpersonal skills; people-focused self-starter with an intrinsic desire to foster positive interactions and build relationships with team members.
- Strong verbal and written communication skills
- Strong listening skills and ability to understand complex requests.
- Organized and detail oriented with high accuracy and thoroughness.
- Takes initiative to understand complex issues and facilitate resolution.
- Adaptable to frequent process changes.
- De-escalation, conflict resolution training, and familiarity with Alberta's healthcare system is considered an asset.
- 3-5 years of experience in a customer centric role.

**SALARY**
The starting salary for this position is $66,382 and includes a comprehensive benefit package and pension plan.
- CPSA acknowledges we are on traditional lands of First Nations and Métis People. Through our work, we strive to respect, honour, and celebrate histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada._

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