Senior Customer Support Agent - Temporary Part Time - Mississauga, ON
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<p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial, sans-serif; white-space: normal;">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.<br><br></span> </span></p> <p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial, sans-serif; white-space: normal;">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.<br><br></span> </span></p> <p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial, sans-serif; white-space: normal;">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.<br><br></span> </span></p> <p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial, sans-serif; white-space: normal;">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.<br><br></span> </span></p> <p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-family: Arial, sans-serif; white-space: normal;">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.</span></span></p><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The<strong> Senior Customer Support Agent </strong>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.</span></p> <p style="box-sizing: border-box; margin: 0in; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"><strong style="box-sizing: border-box; font-weight: bolder;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">Status: </span></strong><span style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">Temporary Part Time </span></span></p> <p style="box-sizing: border-box; margin: 0in; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"><strong style="box-sizing: border-box; font-weight: bolder;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">Shift: </span></strong><span style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">Varies (Shifts between 8:00am - 8:00pm ET)</span></span></p> <p style="box-sizing: border-box; margin: 0in 0in 6pt; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"><strong style="box-sizing: border-box; font-weight: bolder;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">Additional Requirements: </span></strong><span style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">This position is fully remote. Flexibility with shift coverage is required for this role. </span></span><span style="box-sizing: border-box; font-family: Arial, sans-serif;"><br style="box-sizing: border-box;"></span><strong style="box-sizing: border-box; font-weight: bolder;">Number of positions: </strong><span style="box-sizing: border-box;">1</span><br style="box-sizing: border-box;"><strong style="box-sizing: border-box; font-weight: bolder;">Start Date: </strong><span style="box-sizing: border-box;">ASAP<br></span><span style="box-sizing: border-box;"><strong>End Date: </strong>March 27, 2026<strong><br></strong></span></p> <p style="box-sizing: border-box; margin: 0in 0in 6pt; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;">This vacancy is for an existing position.</p> <p style="box-sizing: border-box; margin: 0in 0in 6pt; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"> </p> <p style="box-sizing: border-box; margin: 0in 0in 6pt; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"><strong style="box-sizing: border-box; font-weight: bolder;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">Your responsibilities include: </span></strong></p> <ul style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1em; list-style-type: disc; padding-left: 40px; color: #1c1c1e; font-family: 'Twemoji Country Flags', __Inter_d876f3, __Inter_Fallback_d876f3, -apple-system, BlinkMacSystemFont, 'Segoe UI', 'Helvetica Neue', Arial, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji'; font-size: 16px; white-space: normal; background-color: #ffffff;"> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">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. </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Identifies and assesses clients’ needs to achieve satisfaction. </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Works collaboratively with Health Care Providers, EMRs, Health Authorities, Clinics, and Medical Office Assistants (MOAs). </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Maintains a high level of professionalism with clients and works to establish positive rapport with every customer. </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">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.</span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Works with the management team to stay updated on product knowledge and informs of any changes in company policies. </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Follows communication procedures, guidelines, and policies</span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Identifies possible improvements in quality, safety, productivity, and customer service and escalates to Manager when necessary.</span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">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.</span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">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</span></li> </ul> <p style="box-sizing: border-box; margin: 0in; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"> </p> <p style="box-sizing: border-box; margin: 0in 0in 6pt; color: #1c1c1e; font-size: 12pt; white-space: normal; background-color: #ffffff; line-height: 18.4px; font-family: Aptos, sans-serif;"><strong style="box-sizing: border-box; font-weight: bolder;"><span style="box-sizing: border-box; font-family: Arial, sans-serif;">What you will bring to the role:</span></strong></p> <ul style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1em; list-style-type: disc; padding-left: 40px; color: #1c1c1e; font-family: 'Twemoji Country Flags', __Inter_d876f3, __Inter_Fallback_d876f3, -apple-system, BlinkMacSystemFont, 'Segoe UI', 'Helvetica Neue', Arial, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji'; font-size: 16px; white-space: normal; background-color: #ffffff;"> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">High school diploma, post-secondary an asset </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">2 to 3 years in a patient portal / customer-facing role, preferably in a customer service environment </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Strong verbal and written communication skills </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Intermediate Microsoft Office skills </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Technical background or proven technical aptitude with ability to learn new applications and systems quickly </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Strong interpersonal and organizational skills are essential </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Proven ability to work effectively in a team environment </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction. </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Able to maintain a high level of productivity without supervision </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Strong problem-solving skills </span></li> <li style="box-sizing: border-box; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Demonstrated skills in Leadership / Training / Coaching / Teamwork</span></li> </ul><p style="background: white; text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">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.</span></span><br><br></p> <p style="background: white; text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive. </span> </span></p> <p style="background: white; text-align: justify; margin-top: 0px; margin-bottom: 0px;"> </p> <p style="background: white; text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:</span></span><br> </p> <ul style="margin-top: 0cm;" type="disc"> <li style="text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">Employee Group Benefits: </span><span lang="EN-US" style="white-space: normal;">Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance. </span> </span></li> <li style="text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">Retirement Savings Plan </span> </span></li> <li style="text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">Vacation and Wellness Days </span> </span></li> <li style="text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">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 </span><span lang="EN-US" style="white-space: normal;">Program, financial planning tools, and employee recognition initiatives.</span></span></li> <li style="text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">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.</span></span></li> </ul> <p style="margin: 0px 0cm; text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">In accordance with </span><span lang="EN-US" style="white-space: normal;"><a href="https://www.lifelabs.com/sustainabilities/accessibility/" target="_self">LifeLabs’ Accessibility Policy</a>, 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 <a rel="noopener" href="mailto:careers@lifelabs.com" target="_blank">careers@lifelabs.com</a>. </span> </span></p> <p style="margin: 0px 0cm; text-align: justify;"> </p> <p style="margin: 0px 0cm; text-align: justify;"><span style="font-family: Arial; font-size: medium;"><span lang="EN-US" style="white-space: normal;">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. </span> </span></p> <p style="margin: 0px 0cm; text-align: justify;"> </p> <p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong><span lang="EN-US" style="white-space: normal;">Ready to empower healthier Canadians? Apply today! </span></strong> </span></p> <p style="text-align: justify; margin-top: 0px; margin-bottom: 0px;"><span lang="EN-US" style="white-space: normal;"><span style="font-family: Arial; font-size: medium;"> </span></span></p>
