Client Experience Specialist, Inbound

Medcan Health Management Inc.; Toronto; Hybrid; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Remote position

On-site training occasionally

18-month contract

Job summary

Medcan Health Management Inc. is hiring a Client Experience Specialist to deliver an exceptional, fully remote client experience and to book Medcan's Annual Health Assessment aligned with our services.

The role includes cross-selling, handling inquiries via phone, email, live chat, and more, with on-site training occasionally in Toronto as needed. You will build client relationships, promote services, and support the client portal while collaborating with the team and mentoring new staff on an

Qualifications

• Bachelor’s degree or post-secondary diploma in business, health or related field.
• 1–2 years of customer service experience in a contact centre or loyalty role.
• Ability to handle difficult conversations professionally and find solutions.
• Numbers-driven, self-motivated and resourceful.

Responsibilities

• Provide exceptional client service and act as a brand ambassador.
• Leverage product knowledge to promote Medcan services and seasonal offerings.
• Schedule and book appointments for existing and new clients.
• Increase sales via cross-selling, upselling and promotions.
• Quote and discuss fees, policies, invoices and payments.
• Coordinate with other departments to ensure excellent service delivery.
• Provide ongoing technical support for the online client portal.
• Mentor and train new staff as needed.

Skills

Customer service

Communication

Appointment scheduling

Sales and upselling

MS Office

Education

Bachelor’s degree or post-secondary diploma

Tools

Salesforce

Microsoft Office

Job description

## Client Experience Specialist, InboundApply: Remote: Toronto: Full time: Posted Today: MED02558Are you passionate about helping people live their healthiest lives? Do you thrive in a dynamic, supportive environment where your contributions truly matter? If so, Medcan is the place for you! This job is for a current vacancy. Medcan Health Management is recruiting for an enthusiastic, well-spoken and client-focused individual to join our Client Experience Team. The Client Experience Specialist 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. This position is full-time **18-months contract** position **What You'll Do:*** 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. **What You'll Need:*** 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 **18-months contract** position. Shifts are scheduled based on the business requirements of Medcan and staffing needs, between Tuesday to Saturday and consist of 8.5-hour shifts scheduled between 8:00 a.m. - 4:30 p.m. 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. **Position Pay Range**Pay range based on projected On-Target Earnings for year one of employment.The compensation range provided in this posting reflects a projected estimate for the first year of employment and includes base salary plus anticipated variable commission earnings. Actual commission will vary based on individual performance, team targets, and business conditions. Over time, commission earnings may grow as the employee gains experience, builds client relationships, and achieves performance milestones. This projection is not a guarantee of future earnings and should be viewed as an illustrative example based on current compensation models.**Notice to Candidates: Recruitment Fraud**Please note that Medcan **will never request any form of payment** from candidates at any stage of the recruitment or hiring process. In addition, Medcan does not utilize third-party immigration consultants or recruitment agents to conduct offers of employment on our behalf. Employment contracts are shared directly by members of the Medcan Talent Acquisition or Human Resources team using official Medcan email domains.If you receive a request for payment or are contacted by an individual or organization claiming to represent Medcan that appears suspicious, please do not respond or share personal information. Instead, we encourage you to contact us directly at [e-mail] to verify the legitimacy of the communication.**Diversity, Equity and Accessibility:**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.**AI Use Disclosure – Opportunities at Medcan**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 [e-mail].### About UsMedcan is a global leader in proactive health and wellness services and is devoted to providing care that is grounded in the latest evidence-based practices, technologies and treatments. Our team includes physicians, clinicians, allied health, administrative and corporate professionals that are passionate about supporting individuals, families and employers to *live well, for live*.Medcanners are client obsessed, our business is powered by people, and we believe in challenging the status quo and focusing on what matters. We value excellence, drive, respect and integrity. Medcan's head office is located at 150 York Street in downtown Toronto, with additional locations across Ontario.Learn more at medcan.com.