About Christie
In the medical imaging field since 1954, Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that enhance the performance of healthcare institutions across Canada in medical imaging and healthcare IT solutions.
Today, Christie Innomed is a leader in medical imaging and medical informatics, with more than 250 specialists supporting over 1,500 hospitals and clinics across Canada.
Role Description
Today, Christie Innomed is a leader in medical imaging and medical informatics, with more than 250 specialists supporting over 1,500 hospitals and clinics across Canada.
Role Description
Summary
Reporting to the Vice President, Enterprise Governance & Customer Excellence, the Customer Service Center Agent is part of the first‑level response team supporting both external and internal customers. The Agent is responsible for providing efficient and courteous service at all times. The Agent greets customers via telephone and email, gathers the necessary information to open service tickets, and ensures that requests are directed to the appropriate technician. The Agent also provides general information to customers as required.
In all interactions, the Agent must project a professional image and maintain a high standard of customer service with both clients and colleagues. This role supports national call coverage, and therefore the work schedule is from 8:30 a.m. to 5:00 p.m.
Key Responsibilities
Communication
Reporting to the Vice President, Enterprise Governance & Customer Excellence, the Customer Service Center Agent is part of the first‑level response team supporting both external and internal customers. The Agent is responsible for providing efficient and courteous service at all times. The Agent greets customers via telephone and email, gathers the necessary information to open service tickets, and ensures that requests are directed to the appropriate technician. The Agent also provides general information to customers as required.
In all interactions, the Agent must project a professional image and maintain a high standard of customer service with both clients and colleagues. This role supports national call coverage, and therefore the work schedule is from 8:30 a.m. to 5:00 p.m.
Key Responsibilities
Communication
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Respond to incoming phone calls and emails from customers and service technicians.
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Transfer calls and messages to the appropriate resource persons.
Customer Service
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Handle general information requests from customers.
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Identify customer needs to properly route their requests.
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Perform necessary follow-ups with customers and service technicians.
Administrative Support
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Assist in processing customer orders and preparing quotations.
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Release monthly preventive maintenance (PM) activities in the ERP system.
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Confirm PM appointments with customers one week in advance.
Coordination & Prioritization
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Comply with established SLAs for CSC and FSE response times.
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Schedule service appointments in collaboration with customers.
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Identify and promptly escalate any priority situations to the appropriate manager.
Schedule & Availability
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Be part of the essential services team, which requires maintaining a presence during certain corporate shutdown periods (excluding statutory holidays).
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Demonstrate flexibility by providing coverage for team members when needed.
Job Requirements
Required Qualifications
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High school diploma or equivalent.
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Proven proficiency with Microsoft Office Suite and CRM software; experience with ERP – NetSuite is an asset.
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3–5 years of experience in a call center environment or in a customer support role.
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Knowledge of customer service practices and principles.
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Excellent data entry skills.
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Strong listening skills and superior ability to communicate both verbally and in writing.
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Ability to handle stressful situations effectively.
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Excellent verbal and written communication skills in English.
Additionnal Requirements
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Strong interpersonal skills.
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Ability to project a positive image to customers.
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Demonstrated ability to work effectively within a team.
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Action‑oriented approach with strong ability to manage priorities and deliver expected results in a dynamic environment.
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Autonomous, showing good judgment, rigor, and the ability to take initiative.
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Excellent verbal and written communication skills in English.
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Strong attention to detail.
Other Important Considerations
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This role serves as a primary point of entry for customers seeking information or experiencing specific issues. Projecting a positive image to customers is therefore essential.
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The successful candidate must demonstrate a positive and reassuring attitude and be able to quickly build trust with customers to effectively meet their needs.
*This is not an exhaustive list of the responsibilities, skills, tasks, requirements, efforts, or conditions related to this position. While we aim to reflect the current role as accurately as possible, management reserves the right to modify the duties associated with this position or require the performance of different tasks depending on varying circumstances (e.g., emergencies, staffing changes, workload increases, urgent work, or technical developments).
The candidate must reside in the Edmonton area to be able to attend team gatherings (Christmas or other events) and work within the same time zone as our Western Canada and U.S. teams.
Office address: Alberta Avenue, 17827 111 Ave NW, Edmonton, AB T5S 2X3
How to Apply
If this challenge interests you, don’t hesitate—submit your application! Please send your résumé to: RessourcesHumaines@christieinnomed.com.
All applications will be considered. Please note that only selected candidates will be contacted.
Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that enhance the performance of healthcare institutions across Quebec and Canada in the fields of medical imaging and healthcare information management.
Christie Innomed professionals support hospitals and clinics in optimizing their medical imaging technologies and improving overall performance in screening, diagnosing, and treating health conditions. Christie Innomed provides all necessary technical and clinical support to improve workflow and modality management, enabling its customers to deliver the highest quality of care.
For more information, please visit our website: www.christieinnomed.com
In this document, the use of the masculine form to designate individuals is intended solely to lighten the text.
All applications will be considered. Please note that only selected candidates will be contacted.
Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that enhance the performance of healthcare institutions across Quebec and Canada in the fields of medical imaging and healthcare information management.
Christie Innomed professionals support hospitals and clinics in optimizing their medical imaging technologies and improving overall performance in screening, diagnosing, and treating health conditions. Christie Innomed provides all necessary technical and clinical support to improve workflow and modality management, enabling its customers to deliver the highest quality of care.
For more information, please visit our website: www.christieinnomed.com
In this document, the use of the masculine form to designate individuals is intended solely to lighten the text.