Customer Experience Specialist, Dr.Bill

RBC; Vancouver; On-site; CAD 60,000 - 75,000; Full time

Job summary

RBC is seeking a Customer Success Expert to engage with Dr.Bill users daily, ensuring client satisfaction through effective communication and account management. Responsibilities include troubleshooting technical issues and assisting with customer onboarding in a dynamic work environment.

Benefits

Comprehensive Total Rewards Program

Work in a dynamic team

Flexibility in work/life balance

Qualifications

• At least 2 years customer success experience using a CRM tool.
• Excellent communication and interpersonal skills.
• Strong computer skills and ability to adapt to different IT systems.

Responsibilities

• Own the overall relationship with 3000+ Dr.Bill users through email, live chat and phone.
• Troubleshooting and resolving customer technical issues.
• Assist with management of customer subscriptions and marketing promotions.

Skills

Customer Interactions

Customer Service

Problem Management

Teamwork

Written Communication

Job description

Job Summary

Job Description

RBCx is a new kind of business – one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives – to move RBC ‘beyond banking’. We’re building a world-class organization focused on designing exceptional experiences, exploring new business models and creating exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators – a distinction that only three Canadian companies received – is proof of our deep commitment to innovation.

What is the opportunity?

Dr.Bill is a rapidly growing Medical Billing Software Company that services physicians throughout Ontario, British Columbia and Alberta, Canada. Our web and mobile applications are designed to support physicians through their medical billing journey, helping them spend less time on claim submission and more time with their patients. The Customer Success Expert role will require daily ownership of incoming and outgoing customer communications, troubleshooting technical, assisting new customers with their onboarding journey and other account related issues as well as various other clerical tasks as needed.

This role requires support hours of 9-5 PST and is subject to change as required.

What will you do?

• Own the overall relationship and communications with 3000+ Dr.Bill users daily through email, live chat and phone. This includes managing client on-boarding, general account and application questions, ensuring customer retention, and maintaining high levels of customer satisfaction.

• Troubleshooting and resolving customer technical issues

• Assist with management of customer subscriptions, marketing promotions and sales initiatives.

• Support the creation of customer success strategies and best practices, as well as customer support content, with the help of the creative team.

• Communicate effectively with both internal and external teams to understand customer needs, maximize retention and growth, and communicate with our users effectively.

• Other duties and responsibilities as required.

What do you need to succeed?

• At least 2 years customer success experience using a CRM tool

• Excellent communication and interpersonal skills, with proven ability to work effectively both independently and as a positive contributor to the team.

• Strong computer skills and the ability to adapt to different IT systems.

• Strong detail orientation and ability to multitask and work in a fast-paced environment to manage priorities.

• Excellent time management skills and ability to prioritize tasks.

Nice to have:

• Intercom Experience

• Medical Billing Experience

• Experience working with sensitive documentation in a highly regulated environment

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

• Flexible work/life balance options.

• Opportunities to do challenging work.

#RBCx

#DrBill

Job Skills

Customer Interactions, Customer Service, Customer Service Management, Group Problem Solving, Oral Communications, Problem Management, Teamwork, Written Communication

Additional Job Details

Address:

VANCOUVER MAIN BRANCH (B), 1055 GEORGIA ST W:VANCOUVER

City:

VANCOUVER

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-06-12

Application Deadline:

2025-06-27

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.