Customer Support Specialist Labs

Calgary - Canada

Monthly Salary: Not Disclosed

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

About Fullscript

Were an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.

That simple idea grew into a platform that powers every part of care. Today more than 125000 practitioners use Fullscript for clinical insights lab interpretations patient analytics education and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.

We build tools that make care smarter and more human. Tools that save time simplify decisions and help practitioners stay closely connected to the people they care for. When everything they need is in one place they can focus on what matters most: helping people get better.

This is your invitation.

Bring your ideas your grit and your care for people.

Join us and shape the future of care.

As a Customer Success Specialist-Labs associateyou will be at the forefront of delivering unparalleled service to practitioners and patients across North America. Youll serve as the primary point of contact providing proactive assistance and personalized solutions to ensure the success and satisfaction of our diverse customer base. Your dedication to excellence will drive meaningful relationships foster trust and elevate the overall customer experience positioning our company as a leader in the industry.

Please note this position is only open to candidates living in or near Calgary AB. While you will be working remotely - being within the Calgary AB hub allows for occasional in-person (IRL) collaboration & socialization with your team.

Must be flexible to work every 4th weekend.

**A quick note: Due to the high volume of applications were not able to respond to phone or email inquiries about application status. If theres a match our team will reach out directly.

Role Expectations & Responsibilities

Metrics

Complete about 25 contacts per day (average of 125 per week)* across all channels
Maintain a CSAT of >90%*
Maintain a QA score of >90%*
Maintain a wrap up time of <3 min*

*metrics subject to change as volume increases over time

Behavioral

Assist customers through all channels with a friendly and professional attitude
Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers
Willingness to jump in with a positive attitude to support your team or any customer needs
Stay on top of the most up to date information as the labs product evolves to accurately support customer needs
Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams

What does success look like in this role

Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead
Self starter; willing to do research and navigate internal and external resources to look for the answer before asking for help
Going above and beyond with each interaction to leave our customers delighted
Eager to collaborate and support team members
Master all lab knowledge as the product offering evolves
Open to coaching and feedback
Meeting all metrics as defined above

The Perks

Competitive Compensation
Flexible Paid Time Off program
Fullscripts RRSP match program
Stock Options
Customizable benefits package (medical dental vision) with HSA
Discount on Fullscript catalog of products for family & friends

$50000 - $55000 a year

Why Fullscript

Great work happens when people feel supported trusted and inspired. At Fullscript we stay curious and keep finding smarter ways to make care better. We grow together take on new challenges and focus on impact. We put people first work as a team and leave egos at the door.

What to Know Before You Apply

Were grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team please apply directly through our careers page.

A quick note: Due to the high volume of applications were not able to respond to phone or email inquiries about application status. If theres a match our team will reach out directly.

Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at emailprotected.

All offers are contingent on successful background checks conducted in compliance with federal state and provincial laws.

We use AI tools to support parts of the hiring process including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.

Learn More

@fullscriptHQ on instagram

Lets make healthcare whole

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

About FullscriptWere an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.That simple idea grew into a platform that powers eve...