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Senior Customer Support Agent - Temporary Part Time - Mississauga, ON

Mississauga, ON
  • Number of positions available : 1

  • To be discussed
  • Starting date : 1 position to fill as soon as possible

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: Temporary Part Time  Shift: Varies (Shifts between 8:00am - 8:00pm ET) Additional Requirements: This position is fully remote. Flexibility with shift coverage is required for this role. Number of positions: 1Start Date: ASAPEnd Date: March 27, 2026 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

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