Job Detail

As the Customer Experience (CX) Specialist, you are responsible for managing and responding to incoming inquiries at CPSA and championing the work of CPSA's CX initiatives. You are a creative problem solver who has a people-first approach to interactions and are excited to be a part of a new and growing team at CPSA.

You will spend your days interacting with and answering questions from Albertans, physicians, physician assistants, facilities, medical clinics and others healthcare professionals by working independently and collaborating with other team members across CPSA. You will also help identify opportunities to enhance the customer experience at CPSA and support the development of people-first CX processes and procedures for CPSA.

Success on our team means:

• You want to build and maintain positive relationships with our team members.
• You are a creative problem solver who can make decisions and identify opportunities for process improvements.
• You are comfortable receiving and sharing feedback.
• You are adaptable and comfortable with change.
• You are a team player with a can-do attitude exemplified by patience, enthusiasm and a willingness to learn and grow.

• Respond to phone, email and web-based inquiries from Albertans, physicians, physician assistants, facilities, medical clinics and other healthcare professionals through a customer-centric lens.
• Apply critical thinking when responding to emotionally-charged interactions; provide appropriate solutions or recommendations.
• Demonstrate a high standard of excellence by showing maturity, empathy and patience in all interactions.
• Use customer management system to track, manage, and analyze incoming inquiries to identify trends and help inform CPSA knowledge base.
• Adopt and identify opportunities to refine CPSA processes and procedures to establish and support desirable customer experience outcomes.
• Assist with managing and maintaining CPSA's digital knowledge base and CX orientation and training at CPSA.
• Recognize and celebrate exceptional service by championing CX recognition program.

• Advanced technical knowledge of a specific function or discipline (specialist), or general business knowledge of multiple functions or business processes (generalist) typically obtained through a 2-3 year post-secondary diploma, or equivalent.

• Requirement for 3 to 5 years of related experience in a customer centric role.

• Strong verbal and written communication skills
• Strong listening skills and ability to understand complex requests.
• Superior computer skills (including data entry), ability to learn and work between applications easily and locate information online quickly, familiarity with customer relationship management system.
• Organized and detail oriented with high accuracy and thoroughness.
• Strong interpersonal skills; people-focused self-starter with desire to foster positive interactions and build relationships with team members.
• De-escalation, conflict resolution training, and familiarity with Alberta's healthcare system is considered an asset.

SALARY
The starting salary for this position is $49,547 and includes a comprehensive benefit package and pension plan.

Along with your resume, please submit a cover letter outlining why you are the right candidate for this position by telling us how your relevant work experience has prepared you to undertake this role. Submissions without a cover letter will not 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.

By applying to this position, you are confirming you possess either a Canadian Citizenship, permanent resident status, or valid work permit.

As Alberta's medical regulator, CPSA is committed to protecting the health and safety of its team members and others from the COVID-19 virus. All team members working for CPSA must be fully vaccinated against COVID-19 and provide proof of full vaccination except on protected grounds.

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 acknowledges we are on traditional lands of First Nations and Métis People. Through our work, we strive to respect, honour, and celebrate histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada.