Member Satisfaction Representative

Description:

As a Member Satisfaction Representative, you will play a key role in delivering a seamless and high-quality experience for our members. Your mission is to respond quickly and efficiently to member requests, resolve issues with empathy and efficiency, and contribute to initiatives aimed at improving the overall member experience. This role reflects our commitment to embodying our company values in every interaction and ensuring member satisfaction is at the heart of what we do. Please note that this position is fully remote, but you must be based in Montreal.

Key Responsibilities:

• Provide effective, empathetic, and personalized solutions to members when responding to their requests via email, chat, and phone.

• Build trust and strong relationships with members through open and proactive communication.

• Resolve issues autonomously and collaboratively, maintaining a calm and professional approach.

• Support additional member success initiatives, such as monitoring public reviews on the app and responding to NPS surveys.

• Share valuable member insights with internal teams to improve product and service offerings.

Qualifications:

• Natural ability to build positive interpersonal relationships.

• Excellent written and verbal communication skills in French and English.

• Strong attention to detail and a creative approach to problem-solving.

• Ability to manage multiple tasks effectively while staying calm under pressure.

• Experience in customer service, communication, sales, or related fields.

• Availability for a part-time role (21 hours/week).

• Ability to work both independently and collaboratively.

• Knowledge of online collaborative tools like Slack is an asset.

• Experience with customer support platforms is an asset.

Availability:

• Weekends: Must be available primarily on weekends (8 AM - 4 PM EST) and some variable hours during the week between 8 AM and 6 PM EST, including occasional availability during peak periods/holidays.

• Evenings: Must be available primarily on weekdays evenings (5 PM - 10 PM EST) with occasional additional availability during peak times or holidays.

Please note that, as we serve clients across Canada, bilingualism is essential for this role. You may be required to communicate in both French and English.

Benefits & Perks:
At Dialogue, your well-being is our priority. We believe that in order to take care of others, we must also take care of our team. We offer the following benefits to our full-time employees:

• Fully funded benefits package, including a wellness reimbursement program.

• Unlimited access to Dialogue programs for you and your immediate family.

• 4 weeks of vacation, 9 wellness days, and 1 paid volunteer day.

• Access to a personalized learning program, including a budget for external continuous training.

• Incentive programs for short- and long-term roles (where applicable).

• Optional parental benefits program.

• Eligible full-time and part-time employees can join the group retirement savings plan (RSP) with employer contribution starting from day one, according to the current policy terms.

About Dialogue:
Dialogue is Canada's leading virtual care provider. By perfecting our integrated health platform, we deliver exceptional online health and wellness programs (primary care, mental health, CBTi, EAP, and wellness) to organizations seeking to enhance the well-being of their employees and their families. We set the bar high when it comes to our work. Together, we transform health and help millions of people improve their well-being. We strongly believe that an exceptional team demands more for its success, community, growth, and performance.