Customer Support Agent - Toronto, Canada - LifeLabs

LifeLabs

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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

LifeLabs Medical Laboratory Services is seeking a
customer support agent - Outbound to join our team in
Toronto, ON.

This is a Temporary Full -Time role till the end date: 30th November 2023, at 100 International Boulevard location. Shift timings are from Monday - Saturday: 8.30AM - 5PM.

Key Responsibilities**:

Operational

Providing efficient and effective customer service to our clients and customers. Our clients and customers include physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province
Performs outbound calls as part of the Call Reporting and Recall process to LifeLabs clients and customers
Routing of relevant information to other departments and locations as appropriate using the appropriate communication channels
Knowledge of LifeLabs Lab Operations
Participate in training and development to maintain performance expectations
Handle job duties in their appropriate priority with accuracy and efficiency
Information obtained or provided whether verbally or in writing must be accurate and in keeping with policy and procedures
Adherence to departmental and LifeLabs' policies, practices, and procedures

General

Ability to work in a structured environment.
Information obtained or provided whether verbally or in writing must be accurate and in keeping with policy and procedure calls.

Customer Service

Strong customer service orientation
Courteous and pleasant telephone manner with a high level of professionalism
Commitment to delivering and continuously improving excellence in customer service
Positive and professional attitude under pressure
Ability to respond to adverse situations e.g., irate customers, high call volumes
Ability to communicate effectively over the telephone with sensitivity and tact
Ability to actively listen and empathize
Ability to make sound judgment calls
Demonstrated track record of excellent attendance and punctuality.

Skills/Qualifications:

High School Diploma or equivalent
Understanding of medical terminology and/or completion of a medical terminology course an asset
Ability to work in a fastpaced environment with changing priorities
Strong verbal & written communication and interpersonal skills.
Computer skills with a minimum 37 wpm.
Excellent problemsolving 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 predefined performance goals.

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve.

We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make.

As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date.

With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.

LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.