Position Summary The Customer Service Representative is the primary point of contact for customers, providing timely, professional, and solutions-focused support by phone, and email. This role manages customer inquiries, processes orders and account requests, resolves concerns, and works closely with the Account Manager Lead to deliver a positive and consistent customer experience.

Key Responsibilities

- Respond promptly and professionally to customer inquiries by phone, and email.
- Gather and assess relevant information to address product, service, pricing, and delivery questions.
- Handle customer concerns and complaints with empathy, accuracy, and a solutions-focused approach.
- Escalate unresolved or complex issues to the appropriate internal resource.
- Verify customer information and new customer accounts.
- Process orders, forms, account updates, and service requests accurately.
- Manage assigned customer accounts and maintain complete, up-to-date records.
- Document customer inquiries, comments, complaints, transactions, and actions taken.
- Organize and prioritize workflow to meet customer expectations and required timelines.
- Communicate and coordinate regularly with the Account Manager Lead and other internal teams.




- Provide feedback and recommend improvements to customer service processes.
- Develop and maintain strong knowledge of the company’s products, services, policies, and procedures.
- Contribute to team goals and perform other duties as assigned.
- Report directly to the Account Manager Lead.

Key Competencies
- Strong customer-service orientation
- Excellent verbal and written communication
- Active listening and interpersonal skills
- Sound judgment, problem analysis, and problem-solving abilities
- Solid attention to detail and accuracy
- Effective data collection and order-processing skills
- Ability to organize priorities and manage multiple requests
- Adaptability in a changing work environment
- Initiative and a proactive approach
- Ability to remain calm and professional in challenging situations
- Strong teamwork and collaboration skills
- Entry level: $21–$23/hour
- Experienced CSR: $23–$26/hour

Job Types: Full-time, Permanent Pay: $21.00-$26.00 per hour

Benefits

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- In office parking
- Paid time off
- Vision care

Work Location: In person

📌 Customer Service Representative (Edmonton)
🏢 Canada Medical
📍 Edmonton