Customer Support Representative, Canadian Transplant Registry/ Représentant(e) à la clientèle, Regis

Please note this role will work in a hybrid environment. The successful candidate must be located near a Canadian Blood Services site and will be working a mixture of on-site and off-site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in-person presence for at least 40% of their work time. This requirement may vary depending upon circumstances.

Job category: Customer service
Job posting ID: 6617

​Employment status: Regular full-time

Classification: ASO/IT A
Salary/Rate of pay: $53,954 - $62,098

Application deadline: 2024-12-02 
Application requirements:

• Your up-to-date resume.
• 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, we can make all the difference in the lives of others.

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. 

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.

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.

About the role
Canadian Blood Services is looking for a Regular, full-time Customer Service Representative (CSR), Canadian Transplant Registry (CTR) to join our dynamic Medical Affairs & Innovation, Organ & Tissue Donation & Transplantation team.

The Medical Affairs and Innovation team is responsible for supporting Canadian Blood Services by providing oversight for the Centre for Innovation, organ and stem cell donation and transplantation, utilization, donor and clinical services, medical microbiology, and epidemiology. The team ensures that Canadian Blood Services’ medical and scientific support is provided to the ongoing operations of every aspect of their work. 

The Canadian Transplant Registry Customer Support team is responsible for supporting Canadian Blood Services by providing excellent customer service and support to users of the Canadian Transplant Registry program 7 days a week, 24 hours a day, 365 days per year. 

Reporting to the Program Lead, CTR Customer Support & Training, you will be responsible for providing superior customer service to users of the Canadian Transplant Registry, documenting interactions with users, and performing all administrative duties within the Canadian Transplant Registry. 

As the Customer Support Representative – CTR, you will also participate as a member of the Interprovincial Organ Sharing team, completing activities that support the Canadian Transplant Registry program and CTR team; providing CTR user support, triaging issues on behalf of users, application documentation, training documentation, drafting & distributing communications, logging of activities, in addition to preforming other support duties as assigned. 

Formula for success

• Leveraging your excellent customer service skills, you will provide support to users of the Canadian Transplant Registry resolving issues as presented or escalate as appropriate. 
• Utilizing your communication and interpersonal skills you will support training for external users of the Canadian Transplant Registry.
• Using your ability to react quickly and manage critical processes, you will follow business continuity guidelines to support the allocation and offer of donor organs through the execution of predefined manual processes.
• Drawing on your experience, you will perform system administration duties including the management of user accounts and required agreements. 
• Drawing on your technical expertise, you will provide support related to technical aspects of the CTR, including analyzing system logs to troubleshoot errors to areas of the software team, and aiding in the development and enhancement of the Canadian Transplant Registry. 
• Perform other duties as required. 

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 one of Canadian Blood Services locations 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. 

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

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 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 donotreply@blood.ca and system@successfactors.com to your safe senders list. 

Applicants who require accommodation should discuss their needs with us.

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