Client Experience Specialist, Inbound

Medcan Health Management Inc.; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Medcan Health Management Inc. in Toronto seeks a Client Experience Specialist to deliver a first-rate, knowledgeable customer experience for all clients, book Medcan's Annual Health Assessment, and promote our 15+ in-house services.

You will respond to inquiries via phone, email, live chat, social channels and in person, manage appointments, and pursue cross-sell opportunities while upholding brand standards.

Qualifications

• Bachelor's degree or post-secondary diploma in business, health or related discipline.
• 1–2 years of experience in customer service, contact centre or client loyalty.
• Ability to handle difficult conversations professionally.
• Resourceful with problem-solving when paths aren’t clear.
• Persistent, numbers-driven and self-motivated.
• Proficiency in Microsoft Office suite.
• Salesforce experience is an asset.
• Additional language skills (French, Mandarin, Cantonese) are an asset.

Responsibilities

• Provide exceptional client service and build strong client relationships as a brand ambassador.
• Manage scheduling and booking of appointments; recommend services based on client health goals.
• Increase sales via cross-selling, upselling, and promotional offers.
• Quote and discuss fees and payment policies; address invoices and collections.
• Coordinate with other departments to ensure exceptional service delivery.
• Provide ongoing technical support for the online client portal.
• Contribute to client satisfaction initiatives and relay feedback.
• Assist with training and mentoring of new staff.

Skills

Customer service

Communication

Sales

Scheduling

Multitasking

Problem solving

Education

Bachelor's degree or diploma

Tools

Microsoft Office

Salesforce

Job description

Are 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.

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 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.

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.

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].

Medcan 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.