Customer Solutions Specialist (Bilingualism preferred) - Ottawa

Avanti Software Inc.; Ottawa; On-site; CAD 65,904,000 - 67,062,000; Full time

Job summary

Ontario Medical Supply in Ottawa is seeking a Customer Solutions Specialist to provide outstanding service by outbound calls to existing clients and educating them on billing option changes, while meeting call targets.

The role handles orders by phone and email, processes payments, and maintains records. Bilingual French/English is preferred, with strong communication skills and the ability to work in a team or independently.

Qualifications

• Post-Secondary Education in an Administrative or related field.
• Minimum 1 year in administrative procedures and office duties.
• Minimum 1 year in a customer service role.
• Proficient with Microsoft Office - including Excel, Word and Outlook.
• Proficient with ERP systems, Pronto preferred.

Responsibilities

• Making outbound calls to existing clients (health care agencies, long-term care facilities, and individual clients or caregivers).
• Meeting outbound call targets.
• Educate customers on billing option changes - rent, used buy, or new equipment.
• Process client orders received by phone and email for equipment, rentals and/or purchase.
• Process direct client payments.
• Process third party billings (various payers).
• Maintain documentation for third party billing purposes.
• Address overdue balances, schedule calls, and arrange payment plans.
• Attend to clients and resolve concerns by phone or email.
• Identify opportunities to improve client service.

Skills

Communication

Bilingual

Team collaboration

Time management

Customer service

Education

Post-secondary education

Tools

Pronto ERP

MS Office

Excel

Job description

Customer Solutions Specialist (Bilingualism preferred) - Ottawa

Our Mission:

Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Specializing in long term care, assisted living, retirement and home health care. Ontario Medical Supply is partnered for success with Royal Drugs. Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Together, we work towards supporting optimal health outcomes and better quality of life. Come Join Our Team!

Purpose:

As part of the Customer Conversion and Retention team, this role provides outstanding customer service by making outbound calls to existing customers and educating customers on change of billing options, while meeting call targets. Job Title: Customer Solutions Specialists Location: Ontario Medical Supply: Ottawa (1100 Algoma Road, Ottawa, ON K1B 0A3) No. of Positions: 1 ATR: # 5174a Salary: $23-$23.50/hr Type: Full-Time, Permanent This job posting is for an existing vacancy

Job Responsibilities:

• Making outbound calls to existing clients (Health care agencies, long-term care facilities, and individual clients or caregivers).
• Meeting outbound call targets.
• Educate customers on the change of billing options - options to rent, purchase used and purchase new equipment.
• Process client orders received by phone and email for equipment, rentals and/or purchase.
• Process direct client payments.
• Process third party billings (includes various payers).
• Maintain proper documentation for third party billing purposes.
• Address the matter of overdue account balances, organize call schedule, and/or arrange payment plans.
• Attend to clients, and resolve client concerns by phone or email.
• Identify and action opportunities to improve client service.
• Maintain customer cards and validate information with customers as required.
• Action various reporting for internal service team.
• Monitor pick-up reports to ensure rental equipment is returned.
• Prepare quotes as needed.
• Communicate and liaise with OHaH support service, Transition Care and private customers.
• Perform duties as assigned.

Qualifications:

• Completion of Post-Secondary Education in an Administrative or related field of study.
• Minimum 1 years’ experience with administrative procedures and office duties.
• Minimum 1 year in a customer service role.
• Proficient with Microsoft Office - including Excel, Word and Outlook.
• Proficient with ERP systems, Pronto preferred.

SKILLS:

• Strong interpersonal and communication skills (both verbally and in writing).
• Bilingual (French/English) is preferred.
• Strong initiative and ability to work proficiently in a team environment as well as independently.
• Ability to manage time, remain organized and prioritize work.
• Enthusiastic, dependable and action oriented, with willingness to learn and improve existing skill set.
• Commitment to deliver excellent internal and external customer service.

Human Resources:

While we thank you for your interest, only select applicants will be contacted regarding the position.

Ontario Medical Supply is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.

The company reserves the right to close the competition based on business need and a sufficient pool of candidates who have applied.

AI will be used in the recruitment process.

Company

OMS / Royal Drugs

Opening Date

Sep 28, 2026

Closing Date

Oct 23, 2026

Requirements

• A&AODA Accessibility & AODA Acknowledgement Required within 30 days after job starts
• EO -2 Quality & Regulatory Training (Phase 2) Required within 30 days after job starts
• EO-1 General Orientation (Phase 1) Required within 30 days after job starts
• WHMIS WHMIS 2015 Required within 30 days after job starts
• WPVH Workplace Violence and Harassment Required within 30 days after job starts