Customer Support Agent

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 part-time role with flexible shifts in Mississauga, ON (6560 Kennedy Road) working up to 20 hours per week.

Your responsibilities include: 

• 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

What you will bring to the role:

• 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

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!