Customer Support Representative, Canadian Transplant Registry

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.

The Organ & 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 benefit pension 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.