Customer Support Representative, Canadian Transplant Registry

Please note this role will work in a hybrid environment. The successful candidate will be working a mixture of on-site and off-site work to meet the needs of our organization. Currently employees are expected to have an in-person presence for at least 40% of their work time.

Job posting ID: 8924

Employment status: Regular full-time
Positions anticipated start date:

Salary/Rate of pay: $28.1026 - $32.3590

Application deadline:

• This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible.

Application requirements:

• Your up-to-date resume.
• Job specific cover letter.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Do you currently work for Canadian Blood Services All employees must apply via the internal career page.

Together the work we do connects people and changes lives including your own.

Be part of a dynamic collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood plasma stem cells and organs and tissues.

About the role

Canadian Blood Services is looking for a Regular full-time Customer Support Representative Canadian Transplant Registry to join our dynamic Organ & Tissue Donation & Transplantation team.

TheOrgan & Tissue Donation & Transplantation team is responsible for providing excellence in customer service to users of the Organ Registries documenting interactions with users and performing all administrative duties within the Registry. The incumbent will also participate as a member of the Organ Registries team and complete activities that support the Registries and the team (e.g. testing training documentation drafting communications etc.).

Formula for success

• Leveraging your excellent interpersonal skills you will provide frontline support to Organ Registries users by responding to inquiries troubleshooting system and connectivity issues applying registry and transplant process knowledge resolving or escalating concerns and ensuring exceptional service in a 24/7 environment.
• You will perform system administration functions including user account management documentation compliance registry data monitoring and maintenance of user records.
• Capitalizing on your training knowledge and experience you will support registry user training by coordinating training requests assisting with online learning providing guidance on registry use and maintaining training and support materials.
• With a focus on innovation and operational excellence you will contribute to the ongoing development and optimization of the Organ Registry through system testing documentation stakeholder communication and enhancement initiatives.
• You will provide business continuity support for Organ Registry users by managing critical registry updates generating reports and escalating issues as needed to ensure uninterrupted access and timely resolution.

Desired education and skills

• Completion of post-secondary education from a recognized academic institution in a related discipline preferably in a health-related or communications area of study.
• Experience working in a health care setting is an asset.
• Minimum of three years experience in a customer service role or a position working with the public.
• Fluent in English and French both verbal and written communication skills are essential.
• Demonstrated computer skills in a Windows environment knowledge of Microsoft 365 suite of products video conferencing software and basic technical troubleshooting is desirable.
• Positive attitude with the desire to provide excellent customer service and the ability to work effectively with others in a team setting and handle sensitive confidential and urgent situations.
• Ability to work in a project environment solving problems independently having high level of organization and great attention to detail is a must.

What we offer you

• 3 weeks vacation.
• Annual performance award up to 5%.
• Comprehensive group health dental and vision benefits for you and your family.
• Defined benefitpension plan.
• Employee discounts wellness program professional resources.

What you can expect

• This role will work in a hybrid environment with requirements to be onsite at Canadian Blood Services location 40% of the time/2 days of the week.
• You will work Monday to Friday 37.5 hours per week 7.5 hours per day.
• On-call requirements - you must be flexible to perform on a rotational on-call service at least once a month for a duration of one week. On-call schedules include evenings weekends and statutory holidays. Please be advised that this schedule may change based on operational needs.
• Travel requirements - occasional travel will be required for team meetings in Ottawa.

If this role resonates with you we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work live and play.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canadas population in our organization and fostering an environment where all employees can be their authentic selves with equal opportunities to succeed and contribute.

We thank all applicants for their interest. However only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system to ensure you receive them please add and to your safe senders list.

Applicants who require accommodation should discuss their needs with us.

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Required Experience:

Unclear Seniority

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 28 - 32