Client Experience Specialist, Inbound

Job Overview  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! Medcan Health Management is recruiting for an enthusiastic, well‑spoken and client‑focused individual to join our Client Experience Team as a Client Experience Specialist – Inbound.
The role is a full‑time, 12‑month contract position. The specialist will deliver an efficient, professional and knowledgeable customer experience for all clients, booking Medcan's Annual Health Assessment in conjunction with our Membership offerings, while promoting our 15+ in‑house services.
Responsibilities   Provide exceptional client service and build strong client relationships, serving as a brand ambassador.
Leverage product knowledge, brand understanding, selling points and featured seasonal services/products.
Respond to customer inquiries in a timely manner through multiple inbound/outbound client support channels, including phone, e‑mail, live chat, social media and in‑person.
Manage scheduling and booking of appointments for existing and new clients, recommending appropriate services 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, addressing 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.
Qualifications   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.
Ability to navigate difficult conversations and interactions with professionalism.
Track record of being resourceful and finding solutions even when there is no clear path.
Persistent, numbers‑driven and self‑motivated attitude.
Proficiency in Microsoft Office suite (required).
Proficiency in Salesforce (asset).
French bilingualism (asset).
Schedule & Remote Work  Shifts are scheduled based on business requirements and staffing needs, between Tuesday to Saturday with an 8.5‑hour shift from 8:00am to 5:30pm. This is a fully remote position with occasional on‑site requirements for training and team meetings/events. Schedules may rotate based on business needs and availability.
Compensation  Pay range is based on projected On‑Target Earnings for year one of employment, reflecting a base salary plus anticipated variable commission earnings. Actual commission will vary based on individual performance, team targets and business conditions. Commission earnings may grow as the employee gains experience, builds client relationships and achieves performance milestones.
EEO Statement  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.

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