Customer Support Specialist - Labs at Fullscript – Calgary - E, Texas

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

• 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

• 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