customer support specialist

About the role

We are looking for a highly motivated Customer Support Specialist with strong call centre experience, excellent customer service skills, and a solid retail background.

If you are looking for an opportunity to grow within a field dedicated to improving the health and well-being of others, we may be an excellent fit for you.

This role is a front line of our customer experience.

As a Customer Support Specialist, you are often the first voice our customers hear — seniors, families, and healthcare professionals navigating important and sometimes emotional decisions. This role is critical to rebuilding trust, delivering exceptional service, and ensuring every interaction feels respectful, knowledgeable, and caring.

While this is a high-volume call and order-support role, success here is not about speed alone. It's about listening, learning, and showing up with empathy and professionalism — every time.

Because our products and processes are specialized, this role begins with hands-on training on the retail floor, where you will learn our products, systems, and service standards before transitioning fully into the customer support desk.

What you'll do

Customer Experience & Support

• Deliver exceptional customer service by phone, email, and in person
• Handle a high volume of inbound calls with warmth, patience, and professionalism
• Listen actively, ask thoughtful questions, and guide customers to appropriate solutions
• Resolve concerns independently when possible and escalate appropriately when needed
• Maintain a calm, compassionate approach — even in challenging situations

Orders, Administration & Systems

• Accurately enter retail and phone orders, invoices, rentals, and third-party billing
• Manage customer accounts and documentation in ERP/CRM systems
• Support order fulfillment across retail, phone, e-commerce, rentals, deliveries, and curbside pickup
• Assist with returns, exchanges, delivery scheduling, and service requests
• Complete administrative and follow-up tasks with strong attention to detail

Product Knowledge & Learning

• Develop strong product knowledge across medical equipment, mobility aids, and home healthcare supplies
• Stay current on promotions, policies, and procedures
• Apply product knowledge confidently to support customers and reduce errors

Team & Store Support

• Collaborate closely with Customer Service, Sales, Operations, Billing, and Marketing teams
• Support retail floor operations, inventory tasks, and general office duties as needed
• Contribute positively to team culture, engagement, and continuous improvement

Training & Development Path

We are committed to setting you up for success.

Phase 1: Retail Floor Training (Month 1)

• Hands-on product learning
• Customer interaction and service standards
• Understanding how customers shop, ask questions, and make decisions

Phase 2: Customer Support Desk Training (Months 2–3)

• Phone and email support
• Order entry, billing, and internal processes
• Systems training (ERP/CRM) and cross-department workflows

Ongoing coaching, feedback, and product education continue beyond onboarding.

Who you are

Required Skills & Attributes

• Customer-first mindset — you genuinely care about helping people
• Positive, professional phone presence and strong listening skills
• Empathetic, patient, and emotionally intelligent
• Organized and detail-oriented with strong follow-through
• Comfortable working with computers, order systems, and multiple screens
• Calm under pressure and receptive to feedback and coaching
• A collaborative team player who contributes to a supportive environment

Experience & Education

• High school diploma required
• 2–3+ years of customer service, administrative, or call-centre experience
• Experience handling high call volumes is an asset
• Retail experience strongly preferred
• Medical, healthcare, or product-intensive environments are an asset — but not required

We hire for attitude and values first. Product knowledge is learned through training.

Compensation & Benefits

• Competitive base salary
• Comprehensive health and dental benefits
• Paid personal days
• Employee discounts
• Ongoing training and professional development
• Social events and a schedule that supports work-life balance

Schedule & Location

• South Edmonton
• On-site
• Full-time, permanent
• Monday–Friday, with possible Saturday shifts

Apply Today
If you're a motivated service professional who wants to make a meaningful difference in people's lives, we'd love to hear from you.

Healthcare Solutions — Helping Canadians live better, every day.

Healthcare Solutions is an equal-opportunity employer. We value diversity and are committed to creating an inclusive workplace where everyone feels empowered to succeed.

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