Client Experience Specialist, Inbound

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.

Bachelor’s degree or post-secondary diploma 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.

Proficiency in additional languages, including French, Mandarin, and/or Cantonese, is considered 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 8.5-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.

Medcan is dedicated to equity, diversity and inclusion. We strive to ensure all stakeholders have a fair opportunity to participate in our community. If contacted for an opportunity, please advise your Talent Acquisition contact should you require accommodation.

Medcan uses artificial intelligence (AI) tools to support the screening and assessment of applicants for opportunities as part of a fair, transparent, and inclusive process. These tools assist our team but do not make final decisions. All decisions are reviewed and made by our teams to ensure fairness and alignment with Medcan’s values. If you have questions about how your application is assessed, please contact the Medcan Talent Acquisition team at recruitment@medcan.com .