Member Experience Associate (16 Month Contract)

At Doctors of BC our vision is to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward.

Together, we make a difference so our doctors can make theirs. Join us today!

THE JOB: Member Experience Associate (16 Month Contract)

The starting salary range falls within the minimum to mid-point of the salary range.

Starting Salary Range: $45,037 - $56 297

Reporting to the Service Centre Manager, the Member Experience Associate plays a crucial role in providing exceptional support and service to members, non-member physicians, stakeholders, partners, staff, and the public who contact Doctors of BC. This position is responsible for efficiently addressing inquiries, resolving simple requests, and escalating more complex cases to the appropriate departmental Subject Matter Experts. The Member Experience Associate will be instrumental in ensuring a seamless and positive service experience for all clients.  As the Service Centre develops in future, the Member Experience Associates will broaden their channel responsiveness from email and phone call contacts, to chat, SMS and two-way social media interactions.

 WHAT SUCCESS LOOKS LIKE

Building Relationships (B):

• Establishes and maintains relationships with peers and contacts with access to information and to key business partners
• Seeks and shares information and advice on how to get things done and whom to involve

Communication for Results (B):

• Converses with, and writes to, peers in ways that support transactional and administrative activities
• Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action.

Initiative (B):

• Seeks out new challenges that require low to occasionally moderate risk-taking and receives authorization from the manager prior to acting.
• Determines the resources, team support, and technical needs necessary to enable success and procure them.
• Keeps responding to the challenge in spite of obstacles and setbacks.

Problem-Solving (B):

• Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems.
• Suggests alternative approaches that meet the needs of the organization, the situation, and those involved.
• Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required.

Thoroughness (B):

• Follows and adheres to organizational systems that result in multiple routine yet critical activities to be identified and completed on time.
• Renegotiates priorities as necessary.
• Solicits feedback on performance in new tasks.
• Sets improvement standards to reduce errors, omissions, and oversights.

WHAT YOU BRING

• High school diploma or equivalent (a relevant degree or certification is a plus).
• Prior experience in a customer service role, with Service/Contact Centre experience a plus
• Strong communication skills, both written and verbal.
• Proficiency in using customer relationship management (CRM) systems is preferred.
• Familiarity with key-word searches and Knowledge Base navigation is preferred.
• Excellent problem-solving skills and the ability to handle complex inquiries.

Doctors of BC thanks all applicants; however, only those selected for an interview will be notified.

Doctors of BC celebrates diversity, challenges inequality and is committed to sustaining an inclusive and diverse community. We do not discriminate against any applicant regardless of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, socio-economic background, political beliefs and affiliations, family circumstances or other irrelevant distinction.