Customer Experience Team Lead

2 days ago

Victoria, Canada Bayshore HealthCare Full time

Bayshore HealthCare is a leading provider of home and community health care services, with a strong commitment to Equity, Diversity & Inclusion. Our mission is to deliver exceptional client experiences through personalized care and support.

We are seeking an experienced Customer Experience Team Lead to join our team in the role of Client Experience Coordinator. As a key member of our operations team, you will be responsible for coordinating client care, service plans, and schedules, ensuring that all client needs are met in a timely and efficient manner.

The ideal candidate will have a minimum of two years of related customer service experience, with excellent organizational, interpersonal, and communication skills. You will be detail-oriented, able to work independently as well as collaboratively in a team environment, and proficient in written and spoken English, with French proficiency required for regions serving French-speaking clients.

Key Responsibilities:

  • Collaborate with the Clinical Leader and Lifestyle Advisor to address client care requests and share valuable insights, enhancing our collective service delivery.
  • Work closely with the Clinical Leader to develop client care teams and schedules, ensuring a precise match between client needs and Field employee qualifications, and fostering a cohesive team environment.
  • Communicate schedules to clients and Field employees, promoting transparency and teamwork.
  • Perform accurate data entry and maintain strict confidentiality standards, supporting the integrity of our team's work.
  • Provide training and support to Client Experience Coordinators and assist with onboarding new Field employees, contributing to a collaborative and skilled team.
  • Engage in client and employee satisfaction initiatives, offering feedback and follow-up to drive continuous improvement and team excellence.
  • Receive, process, address and document client compliments, concerns and complaints, while communicating these to the Clinical Leader and Director of Growth and Operations as required.
  • Market and promote Aging in Place (Vyta) solutions to clients aligned with the Consumer division's Sales and Marketing Plan.

$65,000 - $80,000 per year

As a valued member of our team, you can expect a comprehensive compensation package, including a competitive salary, paid training, access to internal and external educational programs, and comprehensive group extended health and retirement plans.

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