Client Service Representative

AGAT Laboratories Ltd.; Calgary; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Vacation & sick leave

EAP

Professional development

Job summary

AGAT Laboratories in Calgary is seeking a dedicated Customer Service Specialist to act as the primary liaison for clients, delivering accurate information and timely updates. You will nurture relationships, coordinate with lab and operations teams on projects, manage expectations for work orders, and ensure samples, certificates of analyses, exports and invoices meet the requested turnaround times.

This role requires excellent communication, patience, organization, and problem-solving skills,

Qualifications

• Excellent verbal and written communication.
• Patience and strong rapport-building skills.
• Excellent organizational and time management abilities.
• Attention to detail and commitment to quality standards.
• Effective problem solving skills.
• Ability to work independently under pressure.
• Previous customer service experience is essential.

Responsibilities

• Serve as main contact for clients, upholding AGAT’s 'Service Beyond Analysis' mission.
• Build and maintain relationships through face-to-face meetings, emails, and calls.
• Manage client expectations for work orders, ensuring delivery of notifications, COAs, exports and invoices within requested turnaround times.
• Inform clients of sample integrity issues, delays, and provide recommendations to management.
• Coordinate with Lab and operations on client projects and reanalysis.
• Communicate project status and updates to clients and update CMF with client instructions.
• Participate in team trainings and stay current with department knowledge.

Skills

communication

patience

organization

attention to detail

problem solving

independence

customer service

Job description

Your future is bright at AGAT!

At AGAT Laboratories, we are the next step in your career! By joining AGAT, you become part of a dynamic, purpose-driven team that fosters innovation, collaboration, and personal growth. Our dedicated professionals come together every day with passion and determination, leveraging cutting-edge science to deliver solutions that drive progress and create a more sustainable, healthier world.

What you will be doing

• Strive to employ AGAT’s mission statement of “Service Beyond Analysis” as the main point of contact and liaison for clients regarding laboratory inquiries
• Develop and maintain strong relationships with existing clients which includes face to face meetings, email correspondence and phone calls
• Manage customer expectations with respect to all aspects of the work orders in-house by:
  • Ensuring prompt and accurate delivery of sample receipt notifications, certificate of analyses, exports and invoices, which are to be sent within the requested turnaround time (TAT)
  • Communicating when sample integrity issues arise
  • Proactively informing clients when delays with TAT arise in the lab
  • Providing recommendations to management team regarding additional packages/report formats based on customers’ requests
  • Coordinating with Lab and other operations regarding client projects and reanalysis
  • Effectively communicating the status of projects and updates in the laboratory to clients
  • Updating client special instructions in the Client Master File (CMF)
• Participate in team training and development
• Remain current on all aspects of the department

What you bring to the table

• Excellent communication skills both verbal and written; confident telephone communications essential
• Patience; customer rapport building skills are essential
• Excellent organization and time management skills
• Attention to detail for routine tasks and commitment to quality standards
• Effective problem solving skills
• Ability to work independently under pressure
• Previous Customer Service experience and team-oriented focus is essential

Why Join Us?

At AGAT Laboratories, we recognize and value our employees by offering a competitive benefits package, including:

• Comprehensive health, dental, and vision care.
• Paid vacation and flexible sick time.
• Employee Assistance Program (EAP).
• Long-term disability and life insurance.
• Professional development opportunities.

Who We Are:

AGAT Laboratories is a premier full-service laboratory operating at the cutting edge of science and innovation across North America. Our expertise spans geochemistry, biochemistry, chemistry, microbiology, geology, and engineering, enabling us to deliver comprehensive analytical solutions. These services drive progress in industries such as Mining, Environmental, Energy, Transportation, Industrial, Agri-Food, and Life Sciences.

We pride ourselves on our state-of-the technology, diverse expertise, and commitment to providing precise, timely, and reliable results. Beyond our technical excellence, AGAT Laboratories believes in the power of strong client relationships, fostering trust and collaboration to ensure mutual success.

Our Commitment to Community and Philanthropy:

At AGAT, we strive not only to advance science but also to make a positive impact in our communities. The AGAT Foundation is at the heart of our philanthropic efforts, supporting initiatives that improve education, environmental stewardship, and community well-being.

Through partnerships with local organizations, volunteer activities, and donations, the AGAT Foundation champions programs that inspire future generations, promote sustainable practices, and provide support to those in need. Whether funding scholarships, participating in environmental cleanups, or supporting health and wellness initiatives, AGAT is deeply invested in giving back.

Our work extends beyond the laboratory—we’re committed to creating a brighter future for our employees, clients, and the communities we serve.

Join AGAT Laboratories to be part of an organization that values not just scientific innovation but also meaningful connections and lasting contributions to society.

Inclusion and Diversity:

AGAT Laboratories is an equal opportunity employer, committed to fostering an inclusive and barrier-free workplace. If you require accommodation during any stage of the recruitment process, please inform us confidentially, and we will work to meet your needs.

Thank You for Your Interest:

We appreciate the time and effort of every applicant. Only those selected for interviews will be contacted.