Customer Support Specialist - Labs

Fullscript • Kelowna, BC

6d • Remote

About The Position

As a Customer Success Specialist-Labs associate, you will be at the forefront of delivering unparalleled service to practitioners and patients across North America. You'll 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 Kelowna, BC. While you will be working remotely - being within the Kelowna, BC "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, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.

Requirements

• Candidates living in or near Kelowna, BC
• Flexible to work every 4th weekend

Nice To Haves

• 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
• 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

Responsibilities

• 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
• 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
• 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees