Client Experience Specialist

Client Experience Specialist

Your Opportunity to Make an Impact

As PSHSA advances its mission to support safer, healthier workplaces, the Client Experience Specialist plays a key role in delivering exceptional client experience and operational support across the organization. As a subject matter expert in front line business procedures and policies, this role serves as the first line of support for external clients who require assistance, information or issue resolution.

This position is responsible for managing a high volume of client interactions across multiple channels, responding to time sensitive requests, applying critical thinking principles to complex and unique client issues.

In this role, you’ll help shape the client experience by ensuring responsive, accurate and high-quality support that enables PSHSA continues to deliver value, accountability, and excellence in service of Ontario workplaces.

Key Responsibilities

In this role, you will:

• Serve as a primary point of contact for clients, responding to chat, inbound calls, emails, and service requests while delivering an exceptional customer experience.
• Provide second-line operational support to field consultants with operational requests such as scheduling changes, invoicing, material orders and other tasks as assigned.
• Leverage internal systems to document interactions, manage service requests, and ensure timely fulfillment of client needs.
• Maintain established service standards and turnaround times while balancing multiple priorities and competing demands.
• Collaborate with internal teams and stakeholders to support service delivery, product launches, and continuous improvement initiatives.
• Ensure policies, procedures, and service standards are consistently followed.
• Act as a knowledgeable resource and subject matter expert for client experience processes and frontline service delivery.

Your Strengths & Experience

We’re looking for someone who thrives in a fast-paced, service-focused environment and enjoys solving complex problems while providing outstanding client experience.

(Outline the qualifications required to be successful in the role. Separate required vs. preferred where possible)

Required:

• University degree or an equivalent combination of education and experience.
• Minimum 3 years of customer service experience, preferably within a contact centre, client service, or high-volume service environment.
• Demonstrated experience managing a high volume of inbound calls, emails, and service requests while maintaining accuracy, professionalism, and service excellence.
• Strong problem-solving and critical-thinking skills with the ability to quickly assess situations, determine appropriate solutions, and resolve client issues within established service timelines.
• Demonstrated ability to provide timely responses and achieve quick turnaround times while maintaining a high standard of customer service and attention to detail.
• Exceptional verbal and written communication skills, including the ability to confidently de-escalate challenging situations and build positive relationships with clients and stakeholders.
• High degree of resilience, adaptability, and professionalism when managing complex issues, and time-sensitive requests.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), CRM platforms, and case management systems.
• Exceptional attention to detail, organizational skills, and commitment to service excellence.

Preferred / Asset:

• Experience supporting field-based teams or operational service delivery environments.
• Experience within a not-for-profit, public-sector, healthcare, association, or health and safety organization.
• Working knowledge of CRM platforms and client service technologies.

AI Use in Recruitment

PSHSA may use artificial intelligence-enabled tools to support administrative aspects of the recruitment process, such as interview note-taking.

Ready to Join Us?

If this role sounds like a fit for you, we’d love to hear from you. Please visit our Career Centre to apply.

Equity, Inclusion & Accessibility

PSHSA is committed to building an inclusive, diverse, and accessible workplace. We encourage applications from women, Indigenous peoples, persons with disabilities, and members of racialized communities.

Accommodations are available throughout the recruitment process. If you require an accommodation at any stage, please let us know and we will work with you to meet your needs.

Details of the Role

Status: Permanent, Full-time

Reason for Vacancy: Existing Position

Salary: $62,970/year

Location: Remote in Ontario, Canada

Bargaining Unit Position: Yes

Travel Required: Yes, only when necessary