CUSTOMER EXPERIENCE MANAGEMENT SPECIALIST - HYBRID

Socket.dev; Windsor; On-site; CAD 59,000 - 79,000; Full time

Job summary

GreenShield is seeking a Customer Experience Management Specialist in Windsor, Ontario to own complex member interactions from first contact to resolution, delivering timely, accurate and compassionate support. You will manage live transfers and follow up on member feedback to enhance service quality.

Collaborating with Claims, Drug Authorization, and other teams, you will document every interaction, capture escalation drivers and root causes, and provide data-driven insights to drive

Qualifications

• Experience in a contact centre or member service environment managing complex customer interactions.
• Demonstrated experience handling escalated or sensitive member concerns.
• Strong conflict resolution and de-escalation skills.
• Excellent written and verbal communication skills.
• Strong analytical thinking and sound decision-making abilities.
• Exceptional attention to detail with the ability to maintain accurate documentation.
• Proven ability to work independently while managing multiple priorities.
• Strong organizational and case management skills.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Serve as the primary contact for complex member concerns, taking full ownership from initial contact through resolution.
• Deliver timely, accurate, and compassionate support while managing live transfers.
• Proactively reach out to members based on feedback to improve service quality.
• Collaborate with Claims, Drug Authorization, Contact Centre Operations and other teams to resolve issues and communicate outcomes.
• Document every interaction accurately, including escalation drivers, root causes, and resolution outcomes.
• Provide data-driven insights to identify trends and inform business decisions.

Skills

Contact centre experience

Escalation handling

Conflict resolution

Communication skills

Analytical thinking

Attention to detail

Independent working

Multi-tasking

Case management

Cross-functional collaboration

Job description

WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Base Salary: CAD $59,383.00 - 79,261.00

THE ROLE IN A NUTSHELL

Reporting to the Supervisor, Customer Service Operations, The Customer Experience Management Specialist serves as the primary point of contact for complex member concerns requiring specialized support beyond the frontline Contact Centre. Taking full ownership of each case from initial contact through resolution, this role is responsible for delivering exceptional service while ensuring members receive timely, accurate, and compassionate support.

In addition to managing live transfers, the Customer Experience Management Specialist proactively contacts members who provide feedback through post-interaction surveys to better understand their experience, resolve outstanding concerns, and build confidence in GreenShield's service.

Working within established policies, procedures, and service standards, the Customer Experience Management Specialist collaborates with internal business partners—including Claims, Drug Authorization, Contact Centre Operations, and other operational teams—to investigate issues, coordinate solutions, and communicate outcomes to members.

This role also plays a critical part in supporting organizational improvement by ensuring every member interaction is accurately documented and categorized. Through consistent, high-quality data capture including escalation drivers, root causes, avoidable versus unavoidable issues, and resolution outcomes— The Customer Experience Management Specialist provides the information needed to identify trends and support business decisions.

The Customer Experience Management Specialist works closely with Supervisor, Customer Service Operations by maintaining accurate case records, identifying recurring member concerns, and contributing insights that support coaching, process improvements, and initiatives designed to enhance the overall member experience.

WHO WE'RE LOOKING FOR

WHAT WE ARE LOOKING FOR

• Experience in a contact centre or member service environment managing complex customer interactions.
• Demonstrated experience handling escalated or sensitive member concerns.
• Strong conflict resolution and de-escalation skills.
• Excellent written and verbal communication skills.
• Strong analytical thinking and sound decision-making abilities.
• Exceptional attention to detail with the ability to maintain accurate documentation.
• Proven ability to work independently while managing multiple priorities.
• Strong organizational and case management skills.
• Ability to collaborate effectively with cross-functional teams.

NICE TO HAVE

• Experience in health benefits, insurance, or claims administration.
• Experience with case management or complaint resolution.
• Experience working with reporting or operational data.
• Bilingual (English/French).

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it\'s about making adifference together.

Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.