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 laboratory tests 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.

The Senior Customer Support Agent will strive to provide our business clients with a memorable experience with the highest level of responsiveness and service delivery. The Senior Customer Support Agent will also ensure that the LifeLabs Vision and Values are demonstrated at all times.

Status: Full Time

Shift: Varies (Shifts between 8:00am - 8:00pm ET)

Location: Burnaby, BC

Additional Requirements: This position is fully remote. Flexibility with shift coverage is required for this role.

Number of positions: 1

Start Date: ASAP

This vacancy is for an existing position.

Your responsibilities include:

• Handles client complaints, provides appropriate solutions and alternatives within the time limits; escalates to second-level support where required and follows up to ensure resolutions.
• Identifies and assesses clients’ needs to achieve satisfaction.
• Works collaboratively with Health Care Providers, EMRs, Health Authorities, Clinics, and Medical Office Assistants (MOAs).
• Maintains a high level of professionalism with clients and works to establish positive rapport with every customer.
• Provide training and coaching to new and existing National Customer Support Centre team members in addition to their ongoing role of providing both inbound and outbound call service to our clients.
• Works with the management team to stay updated on product knowledge and informs of any changes in company policies.
• Follows communication procedures, guidelines, and policies
• Identifies possible improvements in quality, safety, productivity, and customer service and escalates to Manager when necessary.
• 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.
• Works closely with other cross-functional departments by triaging incidents and Level One (1) service requests to ensure all user inquiries are handled promptly in a courteous and professional manner

What you will bring to the role:

• High school diploma, post-secondary an asset
• 2 to 3 years in a patient portal / customer-facing role, preferably in a customer service environment
• Strong verbal and written communication skills
• Intermediate Microsoft Office skills
• Technical background or proven technical aptitude with ability to learn new applications and systems quickly
• Strong interpersonal and organizational skills are essential
• Proven ability to work effectively in a team environment
• Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction.
• Able to maintain a high level of productivity without supervision
• Strong problem-solving skills
• Demonstrated skills in Leadership / Training / Coaching / Teamwork

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!