Canadian Pharmacists Association
Canadian Pharmacists Association

Team Lead, Client Experience

Department: Corporate Services
Reports to: Director, Partnerships and Commercial Sales

Job Summary

The Team Lead, Client Experience is responsible for making sound operational leadership decisions, responding to and processing various types of transactions from CPhA subscribers, clients and members and producing various reports for internal clients. The Team Lead, Client Experience is expected to support the Client Experience team with workload, skills development and identifying opportunities for operational efficiencies. The role is responsible for ensuring a consistently high standard of excellent service and professionalism in its execution.

We are a fully remote workforce and are looking for someone who is able to be fully productive, efficient and effective in a remote environment.

Duties and Tasks

  • Responsibilities will include, but are not limited to:
  • Producing a variety of reports
    • Month-end, Quarterly, Year-End
  • Coordination of logistics
  • Transaction approvals
    • Refunds, waiving of fees, escalations, etc.
  • Providing guidance to the Client Experience Team in resolving client complaints
  • Client retention and support for electronic/web-based products
  • Promoting Continuing Professional Development (CPD) course program registration and webinars
  • Conducting various research to support accounts
  • Managing and maintaining membership lists
  • Payment processing
  • Cross-selling of CPhA products
  • Providing quotes and trials to potential customers
  • Follow-up on quotes and trial subscriptions
  • Subscription onboarding
  • Providing various reports on sales, activities, transactions
  • Assisting the finance team and the inside sales team with invoice requirements
  • Attending occasional tradeshows

Qualifications

Education

  • Completion of university degree/college diploma or equivalent combination of education and experience.

Experience

  • Commensurate years of experience in a customer service/client care role, along with experience in a supervisory role

Skills

  • Sound decision-making
  • Client care mindset with proven abilities to listen, understand, assist and resolve issues.
  • Strong business acumen and understanding of best practices for client service procedures and policies
  • Confidence to promote services and products to new and existing customers.
  • Ability to deal with unexpected or delicate situations calmly and with sound judgement
  • Ability to prioritize and adjust according to the volume of work.
  • Exceptional verbal and written communication skills
  • Strong analytical skills.
  • Ability to multi-task and work under minimal supervision.
  • Ability to concentrate and to accurately process information.
  • Proven ability to work well in a cross-functional team environment
  • Ability to display behaviours and attitudes consistent with diversity and inclusion.
  • Proficiency with MS Office suite of applications and client experience software
  • Fluently bilingual (French and English) written and oral.

Why CPhA

  • The work we do makes a difference in people’s lives.
  • We’re a group of people who are passionate about the health and well-being of all. We take our work seriously, but we still take time to share a good laugh.
  • We care about your health and well-being. CPhA pays for your medical/dental benefits, Employee Assistance Plan and provides regular wellness sessions and resources
  • We care about your financial health. CPhA offers matching RRSP and access to a financial advisor.
  • We care about your work-life balance. CPhA offers generous paid time off and our office is closed between Christmas and New Years.
  • As a fully remote workforce, CPhA provides financial assistance to outfit your home office

How to Apply

  • If you would like to be considered for this opportunity, we invite you to present your resume, in confidence, to careers@pharmacists.ca.
  • If you require an accommodation at any stage of the recruitment process, please inform Human Resources
  • While we appreciate all interested applicants, only those individuals who are legally permitted to work in Canada will be considered
  • At the Canadian Pharmacists Association, we recognize, value and celebrate diversity, inclusion and equity.  Our Diversity & Inclusion Framework is embedded in all our processes, policies and employee initiatives.