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Team Lead, Client Experience - Jobs in Toronto, ON

MEDCAN
Job LocationToronto, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

About Us:Established over 30 years ago, Medcan is a global leader in assessing clients overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes.Over 70 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 550+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics.The Role:Reporting to the Manager, Client Experience, this will role will assist with the management of the the Client Experience team that is responsible for bookings, selling and cross-selling to new and existing Medcan clients.The Accountabilities:

  • Mentor existing Client Engagement Specialists and assist with the training and coaching of new team members
  • Provide administrative day-to-day support for the operations and performance of the Client Engagement Specialists including overseeing the team’s books of business, targets, and delivery of excellent client experience
  • Ensure a smooth daily organization and administration management: make sure back-ups are available, manage schedules and leaves
  • Track and report on customer service KPIs to identify successes and improvement areas
  • Monitor employee performance and motivate the team to reach daily goals
  • Coordinate department activities and projects to meet deliverables
  • Assist in onboarding and orientation related activities
  • Schedule and lead team meetings, workshops and huddles
  • Assist with reporting using Salesforce and Excel, thereby tracking sales metrics in a timely manner and gaining insight on opportunities and threats
  • Ensure CRM/Salesforce data quality and information accuracy
The Requirements:
  • University degree in business management or related field. Post-graduate qualifications are desired.
  • Minimum of 3-5years of experience in B2B and B2C customer services environment, preferably in a high-touch client service industry
  • Familiarity with sales process and selling techniques
  • Exceptional written and verbal communication skills
  • A positive attitude and natural inclination to ‘go the extra mile’ for Medcan and its clients. Ability to accept feedback and stay positive under varying business conditions
  • Strong work ethic, leading the sales team by example
  • Prior working experience with CRM systems (e.g. Salesforce and Tableau) preferred
  • Proficient computer skills, including MS Office suite
This position is full-time and is scheduled primarily during business hours Tuesday through Saturday . The role is fully remote with an occasional requirement to come into the office for training and team meetings/events.Our Benefits:Medcan’s philosophy of Live Well, For Life applies not only to our clients, but also our valued staff members. We provide paid Wellness Days along with a variety of programs to help our employees manage their mental and physical well-being. We offer special employee rates on fitness sessions, in-house specialty services, and a complimentary membership to our clinic to name a few.This position comes with an attractive total compensation package including a competitive compensation model, a comprehensive benefits plan, RRSP matching, and a genuine opportunity to grow. We offer hybrid/flexible work arrangements to help Medcanners balance their work and personal or family needs.We also have employee perks to continue to help our staff Live Well, For Life. This includes complimentary group fitness sessions as well as an on-site healthy lunch program provided by our own food and catering brand, Nourish. We also provide interactive webinars hosted by our in-house experts focused on Eat, Move, Think. Our enhanced benefits package is just one of the reasons why we continue to be one of Canada’s Best Managed Companies!We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no agencies please.Diversity, Inclusion, and Accessibility:Medcan is an equal opportunity employer committed to the principles of employment equity, diversity, and inclusion. We continuously work to provide a fair opportunity for all staff to participate and succeed at work, creating a sense of belonging, respect and a place that values the unique perspectives and lived experiences of each member of our team. We recognize the value of diversity in attributes such as age, gender identity and expression, sexual orientation and attractionality, ethnicity, race, colour, nationality, family and marital status, ability, religion and belief, freedom of thought, and any other characteristic that makes you unique. If these principles resonate with you, we encourage you to apply!If contacted for an employment opportunity, please advise your Talent Management Specialist if you require accommodation.Quick Apply
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