Customer Support Agent

1 week ago

Kennedy Rd Mississauga ON LT X Canada Please note this Full time
Please note this is a fully remote role; availability must be Monday through Friday with flexibility to work any hours between 8:00 AM and 8:00 PM ET.
 
Position Summary:
The Customer Support Agent serves as the initial customer contact for Ontario based LifeLabs customers and clients. The Customer Support Agent – Inbound will screen inbound calls and work to resolve customer and client inquiries (or escalate appropriately). This involves use system applications and resources to source information required. Information provided must be accurate and in keeping with policy and procedures. Demonstrates LifeLabs Vision and Values in all activities with a focus on the customer experience.
 
What You'll Do:

Communicates results from testing to health care providers through the means of faxing and inbound calls
Conducting Requests for Action for additional testing on specimens
Provides customer information to referring physicians and labs
Escalates inquiries appropriately through systems and/or leadership
Responds to routine inquiries from clients or customers, ensuring follow-ups are completed
Receives and follows-up on requests for physician consultations
Maintains confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company
Observe all safety and security policies  Maintain knowledge of safety/WHMIS and TDG procedures
Assists in problem solving related to workflow and workstation organization and provides input, as required, at team meetings
Adheres to corporate health, safety, and security policies
Be flexible in performing responsibilities in line with customer support initiatives and business needs 
May assist with training and orientation of new staff.

What You'll Bring:

High School Diploma or equivalent
Understanding of medical terminology and/or completion of a medical terminology course an asset
Ability to work in a fast-paced environment with changing priorities
Strong verbal & written communication and interpersonal skills. 
Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information.
Computer skills with a minimum 40 wpm. 
Excellent problem-solving skills.
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

Why Join Us?
At LifeLabs, you'll join a collaborative and innovative environment where your project management expertise directly contributes to high-impact initiatives in laboratory operations. You'll work alongside diverse teams, gain exposure to cutting-edge projects, and play a pivotal role in delivering operational excellence that supports patient care. This is an opportunity to grow your career while making a tangible difference in a fast-paced, supportive workplace.
What We Offer:
Salary range: $$22.28 – 26.16 per hour(commensurate with experience)

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