Job Title: Call Attendant - After Hours (overnights)

CannAmm is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. 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.

Job Title: Call Attendant - After Hours (overnights)

CannAmm is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. 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.

This position is a team member of the CannAmm Booking Team and will be responsible for end-to-end booking and resulting processes as well any administration work that can be prepared/completed throughout the evening and overnight shift. The After Hours Attendant will interact with front-line staff of other functional groups within CannAmm including the Booking, Resulting, Client Care teams, and Collection Site Services. Permanent Full-Time (benefits eligible)

Shift details: 37.5 hours per week; Monday - Friday: between 7 pm - 8:30 am EDT, hours will vary between Saturday 6 pm until Monday 8:30 am EDT

Department: Customer Care

Remote (may need to be on-site for training if needed - not mandatory)

Phone (Queue) booking

Handle inbound/outbound calls to coordinate after hours testing requests

Building Independent/Independent Booking Inbox

Web Booking





Action A&D; web booking requests that can be actioned during the overnight shift

Prepare A&D; and OH web bookings where possible

Handle outbound calls to coordinate testing

Responsible for reviewing the custody and control form and the breath/saliva alcohol form to determine if there are any fatal or correctable errors that may require corrective action and responsible for data entry of the information.

Data and Result Entry, Post Accident Reporting

Sorting paperwork received in fax and group inbox

Scheduling and result entry of lab-based testing

Scheduling and result entry of alcohol tests

Handing inbound work clearance inquiry calls and releasing verbal work clearance when appropriate

Provide guidance to the collectors located at Internal or 3rd Party Collection Sites to ensure all protocols are followed properly.

Notify collection sites when error correction training is required and reports poor performing collection sites to the proper departments.

Acts as a liaison with the laboratories for corrections.

Client Account Maintenance

Action emails that pertain to following account changes:

Adding/removing A&D; test types (with standard fees)

Adding Occ Health only when it’s an existing service on another account in the group.



Actioning undeliverable email notices / out of office emails

Closing IND accounts

Basic account set up

Completes set up of holding account in Cantrak for non-clients booking after hours

Provide excellent Customer service and Professionalism

Communicate with clients, leadership and peers via both phone and email respectfully, politely and professionally

Handles customer inquiries via phone/e-mail and provides customer support by answering questions from donors and/or clients regarding drug testing processes, timelines and results.

Reliable attendance and prompt arrival to scheduled shifts.

High School diploma

Must be flexible to meet operational requirements as the hours and weekend work vary to accommodate clients across all time zones.

Bilingualism is an asset.

Excellent organizational, planning, and prioritizing skills.

Computer/Data Entry knowledge

Excellent oral and written communication skills including a good command of the English language as well as good spelling ability.

Must work effectively and professionally under minimal supervision and exercise good judgment.

Proficiency in using computer systems and software to access relevant information and provide assistance promptly.

Work from home

May need to be in office for training if located in Edmonton, AB or North Bay, ON

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 Accommodation Policy, a request for accommodation will be accepted as part of the CannAmm hiring process.

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