Bilingual Client Care Specialist – Veteran Concierge Team

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver outstanding customer service in both English and French.

• Manage incoming calls, addressing general inquiries, registration follow-ups, and sales calls.

• Process order requests from clients, caregivers, and healthcare professionals.

• Handle and manage extensive volumes of client documentation while ensuring adherence to strict regulations.

• Inform clients about the current regulations and policies impacting access to medical cannabis.

• Update and maintain documents in the CRM database.

• Ensure the accuracy and confidentiality of client information.

• Assist clients with forms and online processes.

• Manage difficult clients while maintaining a positive demeanor.

• Resolve complaints through critical thinking and document each interaction for Health Canada.

• Communicate compliance requirements using approved language for client interactions.

• Adapt to changes in legislation, regulations, procedures, departmental policies, and technology.

• Show empathy when interacting with various types of clients.

• Troubleshoot issues related to shipping and registration accounts.

• Follow up on client requests submitted via phone, chat, email, and case management platforms.

• Answer general inquiries regarding Aurora products, processes, and procedures.

• Oversee VAC registration, screening, qualification, applications, follow-ups, coverage implementation, resubmissions, vaporizer billing, and invoice decline investigations.

• Manage third-party billing, including coverage confirmation, phone orders, and investigations into invoice declines.

• Perform additional duties as required.

⛳️ Requirements

• At least a Grade 12 diploma.

• Proficient in both English and French (spoken and written).

• A minimum of 1 to 3 years of experience in customer service.

• Administrative Assistant / Medical Office Assistant Certificate is a significant asset.

• Experience in the Medical Cannabis industry is a plus.

• Familiarity with VAC processes.

• Knowledge of third-party billing processes.

• Demonstrated analytical and customer service skills in a dynamic environment.

• Strong skills in diplomacy.

• Effective verbal and written communication abilities.

• Excellent organizational skills with a keen attention to detail.

• Up-to-date knowledge of industry-related information and processes concerning consumption methods and legislation is considered a strong asset.

• Proficient computing skills (MS Office, Dynamics).

🏝️ Benefits

• Flexible work environment.

• Flexible working hours.

• Remote work opportunities.

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Company SWAG.

• Team-building activities.

• Access to modern technology.

• Eligibility for employee referral bonuses.