Customer Support Agent, Inbound

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Make a difference – join the LifeLabs team today!

The Customer Support Agentserves as the initial customer contact for telephone calls to LifeLabs. The Associate screens the call to understand the nature of the inquiry and satisfactorily resolve the request. This involves interacting with the appropriate applications and resources to source information required. Information provided must be accurate and in keeping with policy and procedures, while ensuring that LifeLabs’ Core Values are demonstrated in all activities.

This is a Part-Time role working up to 20 hours a week in Mississauga, Ontario with flexible shifts.

Accountabilities:

• Provide efficient and effective customer service to our clients and customers (physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province)
• Answer, identify, assess, and respond to Inbound call inquiries and/or make Outbound calls as part of the Call Reporting process to LifeLabs clients
• Respond to customer inquiries promptly and accurately with a high level of professionalism
• Route relevant information to other departments and locations as appropriate via Action Request or e-Track systems
• Develop and maintain knowledge of LifeLabs Lab Operations
• Handle job duties in their appropriate priority with accuracy and efficiency
• Ensure information obtained or provided whether verbally or in writing is accurate and in keeping with policy and procedures
• Keep up to date with information shared through different modes of communication (email memo’s, policies, Standard Operating Procedures, and meetings)
• Communicate effectively over the telephone with sensitivity and tact, respond to adverse situations (e.g., irate customers, high call volumes), and make sound judgment calls
• Maintain confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company
• Work in a manner that protects one’s own health & safety as well as the safety of co-workers and others, and that is consistent with the law and with safe work practices and procedures established by LifeLabs

Requirements:

• Post-secondary education preferred
• Good verbal and written communication skills, courteous telephone manner
• Ability to work in a structured, fast-paced environment with changing priorities
• Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information
• Excellent problem-solving skills
• Medical terminology an asset
• Team player as well as the ability to work independently
• Flexible to work in a shift environment which may include weekends
• Desire to meet and exceed pre-defined performance goals

We are looking for passionate individuals who share in the importance of our values: Caring, Customer Centered, Agile and Teamwork and can live these values with us every day.

Ready to make a difference? Apply today.

Hiring Range: $21.15 to $24.84

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

Retirement Savings Plan:

The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.

Vacation Entitlement:

In this position, you will be entitled to vacation pay, which will be applied to each pay.

Employee Giving program:

Designed to support any employee who donates, fundraises, or volunteers for a Canadian Registered Charity or Non-Profit Organization.

In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - Work Perks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.

We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

At LifeLabs, we know that we are Stronger Together and that we will benefit from the unique perspectives and experiences that each team member offers.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations.

Make a difference - join the LifeLabs team today!