Customer Experience Specialist

College-of-Physicians-; Edmonton; Hybrid; CAD 62,000 - 76,000; Full time

Benefits offered by this job

Benefits package

Pension plan

Job summary

The College of Physicians in Edmonton, AB is seeking a Customer Experience Specialist to manage and respond to inquiries from Albertans, physicians and partners, helping navigate their unique situations. This role supports CPSA's customer experience improvements and people-first CX processes across CPSA.

The position reports to the organization’s customer service goals, with responsibilities including handling high-emotion interactions, coordinating with CPSA departments, updating knowledge

Qualifications

• Business diploma required.
• 3 years of related experience required.

Responsibilities

• Respond to inquiries from Albertans, physicians and partners with a customer-centric approach.
• Provide solutions and recommendations to complex interactions.
• De-escalate high-emotion situations and maintain professionalism.
• Collaborate with CPSA departments to craft consistent responses.
• Track inquiries and maintain records using software applications.
• Update CPSA knowledge base to ensure accurate information.

Skills

Customer service

Communication

Empathy

De-escalation

Microsoft Office

Education

Business diploma

Tools

CRM software

Job description

College of Physicians
10020 100 St NW
Suite 2700
Edmonton, AB T5J0N3, CAN

College of Physicians
10020 100 St NW
Suite 2700
Edmonton, AB T5J0N3, CAN

The Customer Experience (CX) Specialist works independently to manage and respond to incoming inquiries from Albertans, physicians and partners, and provide information and options to help navigate their unique situations. This role will help identify opportunities to enhance CPSA's customer experience and support the development of people-first CX processes and procedures across CPSA.

KEY RESPONSIBILITIES

• Respond to incoming inquiries from various sources through a customer-centric lens:
  
  
  
  • Provide appropriate solutions and recommendations to complex and emotionally-charged interactions.
  
  
  • Demonstrate a high standard of excellence by showing maturity, empathy and patience in all interactions.
  
  
  • De-escalate and manage high-emotion situations.
  
  
  • Collaborate with departments across CPSA to establish consistent and thorough inquiry responses.
  
  
  • Track and manage inquiries and maintain accurate inquiry records utilizing software applications.
  
  
  • Update and maintain CPSA’s knowledge bank to provide consistent and thorough inquiry responses.
  
  
  • Support customers by engaging with external agencies, as needed.
  
  
  
  


• Identify trends and collaborate with internal partners on proactive solutions.


• Inform, recognize and celebrate exceptional service by championing CPSA's CX approach with departments across the organization.


• In support of continuous quality improvement, look for and suggest opportunities for improvement to the program and process.


• Other duties as required.

QUALIFICATIONS

• Required Minimum Qualifications:
  
  
  
  • Business (or related field) diploma.
  
  
  • 3 years of related experience.
  
  
  
  


• Preferred Qualifications and Experience:
  
  
  
  • Advanced interpersonal and communication skills with the ability to translate advanced concepts into plain language.
  
  
  • Exceptional listening skills, use of empathy and customer orientation.
  
  
  • Proficiency in Microsoft Office or Microsoft Office 365.
  
  
  • Highly adaptable to new technologies and software.
  
  
  • De-escalation and conflict resolution training is preferred.
  
  
  • Familiarity with Alberta's healthcare system and terminology is an asset.
  
  
  • Exceptional attention to detail and time management skills.
  
  
  • Customer-service focused and able to effectively communicate with multiple internal and external partners.
  
  
  
  

SALARY

The annual salary for this position is $69,342 and includes a comprehensive benefits package and pension plan.

During the 90-day probationary period, the successful candidate will be required to work from CPSA's downtown Edmonton office. At the conclusion of a successful probationary period, a hybrid work arrangement may be considered.

Please note that the successful candidate will be required to provide a Criminal Record Check satisfactory to CPSA.

We thank all candidates for their interest in CPSA. Only those selected to move forward in our selection process will be contacted.

CPSA embraces diversity and equal opportunity. The more inclusive we are, the better we can do our work. All candidates are considered for employment regardless of age, race, ethnicity, religion or belief, sex, sexual orientation, gender identity or expression, national origin, veteran or disability status.

CPSA's work of regulating physicians and physician assistants takes place throughout Alberta. Our office is in Treaty 6 Territory, traditional lands of many First Nations, including the Cree, Saulteaux, Blackfoot, Dene and Nakota Sioux. We are located within the Métis Homeland and acknowledge the Inuit who call this place home.