The Distributor Relations & Learning team is looking for a dynamic individual who will play a crucial role in ensuring our clients have a seamless and positive experience with our Vitality program. This position is responsible for attending meetings, following up with clients, and ensuring they are successfully onboarded and ready to utilize the Vitality program to its fullest potential.
Working independently, the position is expected to create and maintain strong internal and external customer relationships, to exceed our service level commitments, and look for opportunities to improve our service quality.
Individuals who are successful in this role are engaged, responsive, collaborative, and passionate about their roles within a team that has direct contact with our customers.

REQUIRED QUALIFICATIONS:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Minimum 2 years of experience in a customer support role
• Solid understanding of systems such as AWD, Mainframe and Salesforce
• Solid understanding using computer systems and software applications.

PREFERRED QUALIFICATIONS:

• Strong analytical, research, problem-solving, decision-making and escalation management skills
• Solid understanding of the different needs of our customers, and a customer-centric vision
• A passion for health, wellness, and helping others achieve their goals.
• Demonstrated professionalism and sound judgment
• Excellent organization and prioritization skills, as well as time management skills
• Adaptability in a fast-paced, changing environment

• Engage with clients through meetings and regular follow-ups to address their needs, ensure satisfaction, and provide ongoing support for the Vitality program.
• Guide clients through the onboarding process, offering personalized assistance to ensure they understand and can effectively use the Vitality program.
• Maintain communication to encourage client participation, monitor progress, and motivate them towards achieving health and wellness goals.
• Keep precise records of client interactions and progress, prepare management reports, and handle escalated calls with empathy.
• Collaborate with internal teams for effective case management, contribute to process improvements, and stay updated on business and technology changes.