Client Service Representative

AGAT Laboratories Ltd.; Edmonton; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

AGAT Laboratories is seeking a dedicated Customer Service professional to act as the main liaison for clients and to manage expectations across work orders. You will build strong relationships through meetings, calls, and emails, while ensuring timely delivery of necessary documents and invoices.

The role emphasizes communication, organization, and independent work under pressure, with opportunities for ongoing training and development within a dynamic, science-driven environment.

Qualifications

• Excellent verbal and written communication skills.
• Patience; customer rapport building skills are essential.
• Excellent organization and time management skills.
• Attention to detail for routine tasks and commitment to quality standards.
• Previous Customer Service experience and team-oriented focus is essential.

Responsibilities

• 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 through face-to-face meetings, email correspondence, and phone calls.
• Manage customer expectations with respect to work orders in-house by ensuring prompt and accurate delivery of sample receipt notifications, certificates of analyses, exports and invoices within the requested turnaround time.
• Coordinate with Lab and other operations regarding client projects and reanalysis; update client special instructions in the CMF.
• Participate in team training and development; remain current on all aspects of the department.

Skills

Communication

Patience

Organization

Attention to detail

Problem solving

Independence

Customer service experience

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.