Client Services Representative - Calgary

AGAT Laboratories Ltd.; Calgary; On-site; CAD 45,000 - 65,000; Full time

Job summary

AGAT Laboratories is seeking a customer-facing professional to liaise with clients, ensure timely communication, and manage expectations across laboratory projects. The role emphasizes collaboration with internal teams, maintaining strong client relationships, and delivering accurate information.

The successful candidate will have strong communication skills, organization, attention to detail, and prior customer service experience in a laboratory or technical setting.

Qualifications

• Excellent verbal and written communication; 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 and ability to work under pressure.
• Previous Customer Service experience and team-oriented focus is essential.

Responsibilities

• Serve as main point of contact for clients regarding laboratory inquiries and liaise with internal teams.
• Develop and maintain strong relationships with existing clients via meetings, email and calls.
• Manage customer expectations across work orders; ensure timely delivery of notifications, certificates, exports and invoices.
• Inform clients of delays or issues with turnaround time and provide recommendations.
• Coordinate with Lab and other operations on client projects and reanalysis; update CMF with client instructions.
• Participate in team training and stay current on department developments.

Skills

Excellent communication

Patience

Organization/time management

Attention to detail

Problem solving

Independently under pressure

Customer service experience

Education

Geological education or industry knowledge asset

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
• Geological education or industry knowledge is an asset
• 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-art 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.