Client Success Specialist, Laboratory Services

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

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,