Customer Care Representative

Description

Position at Dynacare

Job Posting: Customer Care Representative

Where YOU work makes a difference

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.

Are YOU our next Customer Care Representative?

As a Customer Care Representative, you are on the frontline and the face of Dynacare when it comes to resolving customer issues and helping us enhance the customer experience. You will be accountable for customer communication, troubleshooting, resolving all inquiries via telephone, e-mail, fax, social media on behalf of Dynacare. Your daily activities will include, but not be limited to, managing the call-log database, reporting metrics, supporting any technical inquiries for clients including internal client, coordinating with various internal departments to ensure customer needs are met (i.e.: test turnaround times, etc), tracking all interactions and providing customers with results via hard and soft copies, e-mail, fax. All activities must be accomplished while ensuring safe work practices by adhering to Health and Safety as well as any other regulatory body in effect.

Status: Contract, Full-Time 18 months (Guaranteed 37.5 hours a week)

Shift and Hours: Monday - Sunday; between the hours of 7:00 am - 12:00 am

Department: Customer Service

Vacancy: Exisiting

Work Style: Hybrid

Location: 115 Midair Court, Brampton, Ontario

Internal Posting Deadline: October 28, 2026

Why Dynacare is an amazing place for YOU:

• Join an award-winning "Top Employer" with meaningful and impactful career opportunities
• Access a health and wellness benefits program that supports you and your loved ones
• Grow and thrive with a dynamic, successful company through internal mobility opportunities
• Invest in your future through RRSP match benefits and an employee stock purchase program
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all

How YOU will make a difference:

• Provide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirectcustomer accordingly only if needed
• Monitor comments posted on Social Media, escalate if necessary and/or respond as per customer contactguidelines
• Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, includingspecial projects
• Provide support to Health Professionals and patient’s communications with respect to special specifications,such as sample collection, patient’s instructions, patient’s costs, and others
• Monitor and take ownership of complaints and ensure proper resolution / follow-up
• Reply by email, phone, live chat, fax, snail mail, social media to queries from external customers, includingHealth Professionals and patient’s
• Contact customers to gather information on behalf of Dynacare (i.e.: questions about samples, etc.)
• Coordinate the distribution of Partner/Customer Update communication using the preferred delivery methodfor each partner/client
• Provide patient’s results following provincial policies
• Capture all Customer information for every contact
• Responsible for calling all Critical Results as they are resulted, checking phoning instructions for each clientprior to communicating the critical to ensure specific requirements are satisfied
• Accountable for sending STAT results andfaxing/calling all Level 2 Abnormal as soon as available
• Responsible for Outbound contact campaigns,scan results into designated LIS, and making sure TAT is met
• Responsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / faxlist)
• Ensure national distribution of our sample collection kits
• Responsible for filing, archiving, backup billings and produce receipts
• Following SOPs to ensure the compliance to various regulatory entities
• If required, serve as main point of contact for all special project accounts and deliver special projects customer service to all clients
• Any other tasks as assigned by Manager / Team Lead

What YOU bring to the role:

• High School Education Degree / diploma preferred (or related experience)
• Minimum 1 year of previous customer service experience
• Proficiency in MS Office Suite and good typing skills
• You bring strong written and verbal communication skills, and you can clearly articulate issues, concerns and inquiries
• You have empathy and keep your composure when dealing with difficult customers and make the customers feel heard and supported
• You are a get-up-and-go type when it comes to multi-tasking and prioritizing within a fast-paced environment
• You are an innovative thinker with attention to detail

Working Conditions:

• Normal office environment

Pay rate:$19.50 - $23.75 per hour

Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.

Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care - we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.

In accordance with provincial legislation and our Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.