REPORTING TO: Director, Member Experience and Communications
STATUS: Contract, 14 months; Potential extension
LOCATION: Downtown Toronto, Financial Core * hybrid *
ABOUT THE ONTARIO PHARMACISTS ASSOCIATION:
The Ontario Pharmacists Association is committed to evolving the pharmacy profession and advocating for excellence in practice and patient care. With thousands of pharmacy processionals, OPA is Canada’s largest advocacy organization, and professional development and drug information provider for pharmacy professionals across Ontario. By leveraging the unique expertise of pharmacy professionals, enabling them to practise to their fullest potential, and making them more accessible to patients, OPA is working to improve the efficiency and effectiveness of the healthcare system. The pharmacy sector plays a strong role in Ontario with an economic impact of more than $6.3 billion across 4,500 pharmacies, employing 60,000 Ontarians.
POSITION SUMMARY:
Are you a self-motivated, energetic, and enthusiastic individual who is looking for a diverse role in a fast-paced working environment? If this is you, we may have a match!
We are looking for a successful candidate to join our customer experience and administration team.
You will be responsible for managing incoming customer inquiries (phone, online & chat) as well as participate in OPA’s special projects with the focus of delivering a great experience for our members, meeting service targets and driving revenue.
This position works collaboratively with multiple stakeholders, including internal team members and external stakeholders.
MAJOR RESPONSIBILITIES:
- Responsible for customer interactions over all available channels: in-person, phone, mail, email, website etc., delivering an excellent experience.
- Support organization by making outbound calls during campaigns
- Support all internal departments, such as Member Experience, Professional Affairs, Insurance, Professional Education & Programs (PD), and Marketing in their interactions with customers by responding to mail, email, phone and in-person inquiries
- Act as an extension to all internal departments to promote OPA membership, products, and services during each customer interaction.
- Handle any customer inquiries from initiation to a satisfactory resolution, coordinating any required activities.
- Enter the customer relationship notes into related databases, such as SalesForce
- Identify challenges or/and opportunities from your daily customer interactions, gather feedback from your team and present solutions to address them.
- Be an Ambassador of OPA to increase or retain members and improve sales for products and services during each customer interaction.
- Other duties as assigned.
QUALIFICATIONS:
Education
- Post-secondary education
Experience
- Minimum of two years of administrative/customer service experience
- Experience in the not-for-profit sector is an asset
Skills / Knowledge
- Post-secondary education: Undergraduate degree or College diploma preferred
- Minimum of 3-5 years project coordination, marketing coordinator & or business experience
- Creative self-starter with a strong work ethic and a commitment to excellence.
- Excel in a demanding, fast paced, and quality driven environment
- Intermediate-Advanced level in the Microsoft Office suite of programs including Word, Excel, PowerPoint, Access, and Outlook. Knowledge of Salesforce is an asset. (Comfortable pulling raw data files and creating reports in MS Excel using pivot tables, indexing, matching and look-ups)
- Professional, positive, and enthusiastic
- Must be flexible to work some weekends and evenings if required and support in person meetings
