Customer Experience Specialist

The following is a long-term contract opportunity for approximately 2 years.

The Customer Experience (CX) Specialist works independently to manage and respond to incoming inquiries from Albertans, physicians and partners, and provide information and options to help navigate their unique situations. This role will help identify opportunities to enhance CPSA's customer experience and support the development of people‑first CX processes and procedures across CPSA.

Key Responsibilities

• Respond to incoming inquiries from various sources through a customer‑centric lens:
  • Provide appropriate solutions and recommendations to complex and emotionally‑charged interactions.
  • Demonstrate a high standard of excellence by showing maturity, empathy and patience in all interactions.
  • De‑escalate and manage high‑emotion situations.
  • Collaborate with departments across CPSA to establish consistent and thorough inqui...