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Job Number:  34359
Specialist, Customer Experience & Administration
Job Posted: Thursday, 20 April 2017
Closing Date: Saturday, 20 May 2017
(9 days ago)
Ontario Pharmacists Association
Region: Toronto Metro area Type: Contract - Full time
Location: Toronto - King & University Salary: (not entered)

The Ontario Pharmacists Association (OPA) is committed to evolving the pharmacy profession, and advocating for excellence in practice and patient care. As Canada’s largest advocacy organization, and continuing education and drug information provider for pharmacists, the Association represents pharmacy professionals across Ontario and has over 9,200 members. By leveraging the unique expertise of pharmacy professionals, enabling them to practice to their fullest potential, and making them more accessible to patients, OPA is working to improve the efficiency and effectiveness of Ontario’s healthcare system.

 

POSITION SUMMARY:

Working as part of a team, this role is responsible for delivery of an exemplary customer experience to current and potential customers (members /subscribers/learners and others) of the Ontario Pharmacists Association (OPA). Team members will promote OPA’s brand attributes in each interaction with customers by:

  • Being Proud and advocating for the best possible experience during any customer interactions: web, mobile, phone, email and in-person
  • Resourceful in responding to customer inquiries with regard to membership, insurance, benefits, education, conference, and DIRC subscriptions and other services as introduced
  • Inspired to reach a satisfactory conclusion of the member engagement from their initial inquiry in any interaction
  • Drive the awareness on OPA products and services in support to all other departments
  • Expert in providing administrative support to customers and internal departments, processing applications/registrations and payments, producing invoices, certificates, reports and etc.

MAJOR RESPONSIBILITIES:

  • Responsible for customer interactions over all channels: in-person, phone, mail, email, providing excellent customer service at all times.
  • Support all internal departments in their interactions with the customers.
  • Act as an extension to all internal departments to promote OPA membership, products and services during each customer interaction.
  • Attend Education programs, usually on weekends within the GTA, and conference, if required.
  • Be the first escalation point for your subject matter area of expertise and support team members, providing training as necessary.
  • Produce any required documentation to create and maintain scalable processes supporting exceptional customer experience.
  • Act as a liaison between the customer and internal departments or OPA vendors in handling any customer inquiries from their initiation to satisfactory resolution and co-ordinate any required activities, which include booking and facilitating meetings, taking notes and establishing actionable items, following up on outstanding items, working with internal and/or external (vendors) teams on resolution, prepare presentations.
  • Assist with any office administration including ordering of office and kitchen supplies, sorting/distribution of incoming and outgoing mail, arranging for shipping/couriers and receive incoming packages, and meeting set-up / clean-up.
  • Identify challenges or/and opportunities from your daily customer interactions, gather feedback from your team and present solutions to address them.

 

QUALIFICATIONS:

 

Education

  • Post-secondary education

Experience

  • Minimum 2 years administrative and 2 years customer service experience
  • Experience in the non-profit sector an asset

 

Skills / Knowledge

  • Strong interpersonal and communication skills (verbal and written)
  • Passion for helping customers
  • Proficient in MS Office with intermediate skills in Word and Excel and basic knowledge of PowerPoint and Access or other database systems
  • Excellent organizational and problem solving skills with strong attention to detail
  • Ability to multitask, identify priorities, and take initiative
  • Professional, positive, and approachable
  • Enjoys working as part of a team
  • Flexibility to adapt to a changing environment
  • Basic knowledge of accounting an asset
How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
HOW TO APPLY:
Interested candidates are invited to send a resume along with their salary expectations to .

No phone calls please. Only those candidates selected for an interview will be contacted.

ACCESSIBILITY AND ACCOMMODATION:
It is important to OPA that all its employees, including those with disabilities, find our workplace to be welcoming and supportive. Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.
Contact Details:
Carla Dal Mina - HR Manager
Ontario Pharmacists Association
155 University Ave Suite 600
Toronto, ON, M5H3B7

E-mail:
www:   www.opatoday.com


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