Customer Care Representative - #2026-12250 (reqID)

Dynacare; Brampton; Hybrid; CAD 27,000 - 30,000; Full time

Job summary

Dynacare is hiring a Customer Care Representative in Brampton, Ontario. This role is permanent, full-time with a hybrid work style and a guaranteed 37.5 hours per week.

The position involves handling inquiries via telephone, email, and social media, coordinating with internal departments, and ensuring accurate test-related communication. The ideal candidate has a High School Diploma or equivalent, at least 1 year of customer service experience, strong communication skills, and the ability to

Qualifications

• High School Diploma preferred (or related experience).
• Minimum 1 year of customer service experience.
• Proficiency in MS Office and good typing skills.
• Strong written and verbal communication.
• Empathy and composure with difficult customers.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Assist customers with inquiries regarding Dynacare services and redirect when needed.
• Monitor social media comments and respond per guidelines.
• Support Health Professionals and patients with test requisitions.
• Explain sample collection, costs and instructions to patients and professionals.
• Log, track, and follow up on complaints to ensure resolution.
• Respond to queries by email, phone, live chat, fax, mail, or social media.
• Gather information from customers on behalf of Dynacare.
• Distribute Partner/Customer updates using preferred delivery method.
• Provide patient results in line with provincial policies.
• Capture all customer information for every contact.
• Dial and relay critical results as required and follow phoning instructions.
• Support outbound campaigns and record results in LIS; ensure TAT is met.
• Process requests from physician offices for calls or faxes.
• Ensure national distribution of sample collection kits.
• File, archive, backup billings and issue receipts.
• Follow SOPs to comply with regulatory entities.
• Serve as main contact for special project accounts when required.
• Undertake any other tasks from Manager/Team Lead.

Skills

Customer service

MS Office

Typing

Written communication

Verbal communication

Empathy

Multitasking

Attention to detail

Education

High School Diploma

Job description

Job Posting: Customer Care Representative

Where YOU work makes a difference

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.

As a Customer Care Representative, you are on the frontline and the face of Dynacare when it comes to resolving customer issues and helping us enhance the customer experience. You will be accountable for customer communication, troubleshooting, resolving all inquiries via telephone, e‑mail, fax, social media on behalf of Dynacare. Your daily activities will include, but not be limited to, managing the call‑log database, reporting metrics, supporting any technical inquiries for clients including internal client, coordinating with various internal departments to ensure customer needs are met (i.e.: test turnaround times, etc), tracking all interactions and providing customers with results via hard and soft copies, e‑mail, fax. All activities must be accomplished while ensuring safe work practices by adhering to Health and Safety as well as any other regulatory body in effect.

Status: Permanent, Full-Time, (Guaranteed 37.5 hours a week)

Shift and Hours: Monday - Sunday; between the hours of 7:00 am - 12:00 am

Department: Customer Service

Vacancy: Existing

Work Style: Hybrid

Location: 115 Midair Court, Brampton, Ontario,

Internal Posting Deadline: November 4, 2026

Why Dynacare is an amazing place for YOU:

• Join an award‑winning "Top Employer" with meaningful and impactful career opportunities
• Access a health and wellness benefits program that supports you and your loved ones
• Grow and thrive with a dynamic, successful company through internal mobility opportunities
• Invest in your future through RRSP match benefits and an employee stock purchase program
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all

How YOU will make a difference:

• Provide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirect customer accordingly only if needed
• Monitor comments posted on Social Media, escalte if necessary and/or respond as per customer contact guidelines
• Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, including special projects
• Provide support to Health Professionals and patient’s communications with respect to special specifications, such as sample collection, patient’s instructions, patient’s costs, and others
• Monitor and take ownership of complaints and ensure proper resolution / follow‑up
• Reply by email, phone, live chat, fax, snail mail, social media to queries from external customers, including Health Professionals and patient’s
• Contact customers to gather information on behalf of Dynacare (i.e.: questions about samples, etc.)
• Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client
• Provide patient’s results following provincial policies
• Capture all Customer information for every contact
• Responsible for calling all Critical Results as they are resulted, checking phoning instructions for each client prior to communicating the critical to ensure specific requirements are satisfied
• Accountable for sending STAT results and faxing/calling all Level 2 Abnormal as soon as available
• Responsible for Outbound contact campaigns, scan results into designated LIS, and making sure TAT is met
• Responsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / fax list)
• Ensure national distribution of our sample collection kits
• Responsible for filing, archiving, backup billings and produce receipts
• Following SOPs to ensure the compliance to various regulatory entities
• If required, serve as main point of contact for all special project accounts and deliver special projects customer service to all clients
• Any other tasks as assigned by Manager / Team Lead

What YOU bring to the role:

• High School Education Degree / diploma preferred (or related experience)
• Minimum 1 year of previous customer service experience
• Proficiency in MS Office Suite and good typing skills
• You bring strong written and verbal communication skills, and you can clearly articulate issues, concerns and inquiries
• You have empathy and keep your composure when dealing with difficult customers and make the customers feel heard and supported
• You are a get‑up‑and‑go type when it comes to multi‑tasking and prioritizing within a fast‑paced environment
• You are an innovative thinker with attention to detail

Working Conditions:

• Normal office environment

Pay rate:

Pay rate: $19.50 - $22.00 per hour

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.

In accordance with provincial legislation and our AccommodationPolicy a request for accommodation will be accepted as part of the Dynacare hiring process.