Customer Support Agent

• Pay Type Hourly
• Min Hiring Rate $24.13
• Max Hiring Rate $28.33

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratorytests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

LifeLabs Medical Laboratory Services is seeking a Customer Support Agent.

The Customer Support Agent serves 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 Temporary Full-Time remote role based in Burnaby, BC until 10/31/2024 with day shifts.

Your responsibilities include:

• Confers with customers by telephone or by email in order to provide patient portal Level One (1) technical support.
• Handles customer complaints, provides appropriate solutions and alternatives within the time limits; escalates to second-level support where required and follow ups to ensure resolution.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Maintains a high level of professionalism with customers and works to establish a positive rapport with every customer.
• Provides accurate, valid, and complete information by using the right methods and tools.
• Meets personal and customer service team targets.
• Keeps clear and concise records of all customer interactions.
• Provides after-hours, on-call password reset to clients on a rotating basis.
• Works with the management team to stay updated on product knowledge and keeps informed of any changes in company policies.
• Follows communication procedures, guidelines, and policies.
• Maintains a working knowledge of procedures and submits suggestions for revisions as required
• Monitors individual weekly performance statistics.
• Maintains patient portal fluency and conducts training of other team members when required.
• Identifies possible improvements in quality, safety, productivity, and customer service, and escalates to manager when required.
• Identify, document, and report bugs and other unexpected behaviors of the site. Engage with the IT and Development teams to provide details needed to resolve site issues.
• Maintain connections between the patient portal and LaunchPad / OLIS / Intrlab systems to ensure patients have access to accurate medical results.
• Maintain a working knowledge of navigation using a variety of devices, including but not limited to Android and Apple mobile devices, Windows and Apple PCs, tablets, Linux devices, etc. Able to identify device-specific issues not related to our platform and seek out resources or contact info to further support patients.
• Solicit and interpret customer feedback to determine the problem
• Based on the tools the customer is using (phone, tablet, PC, browser) and their skill set use judgement to determine the best path to resolution for the customer and their issue
• Treat each customer as an individual based on their knowledge and needs utilizing problem solving analysis
• Work within a degree of autonomy to effectively resolve customer issues
• Develop proficiency in a variety of support tools including but not limited to ON/BC Operations Portal, BC Legacy Report Server, ON/BC LaunchPad, Service Now, Cisco IP Communicator, Cisco Finesse, Microsoft Outlook, Microsoft OneNote, UiPath Orchestrator, Legacy BC Ops, Cisco Jabber, PWT Appointment Booking, ON Report Server, Microsoft Teams, and Calabrio Dashboard/Recordings

What you will bring to the role:

• High school diploma, post-secondary an asset
• 1 year experience in related customer or customer-facing role, preferably in a customer service environment.
• Excellent verbal and written communication skills
• Excellent customer service and engagement skills
• Strong problem-solving skills and the ability to think and act quickly
• Ability to adapt to changing needs, schedules, and tasks
• Strong sense of initiative, accountability, and a “can do” attitude
• Proficiency in Microsoft Suite of products
• Ability to maintain the strictest standards of patient privacy and confidentiality
• Experience in healthcare, working with healthcare providers an asset
• Ability to provide written and verbal support in a second language such as French is an asset.
• High degree of familiarity with various common devices including Apple and Android phones and tablets, Windows and Apple PCs, and Linux OS.

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening 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 vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!

• Burnaby, BC, Canada