About Christie
Serving medical imaging since 1954, Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that improve the performance of healthcare institutions across Canada in the fields of medical imaging and healthcare IT solutions.
Christie Innomed is now a leader in medical imaging and healthcare informatics, with more than 250 specialists supporting over 1,500 hospitals and clinics across Canada.
Job Description
Reporting to the Vice President, Corporate Governance and Client Excellence, the Customer Service and Reception Agent is part of the first-level response team for our external and internal clients and is responsible for delivering efficient and courteous service. The agent will handle client interactions via phone calls and emails and will also act as receptionist at the head office. The agent will respond to internal and external calls and welcome visitors at reception, ensuring all required visitor logs are signed.
The agent gathers relevant information from clients in order to open service tickets and route requests to the appropriate technician. The role also involves providing general information to clients. The agent must project a professional image at all times in all interactions with clients and company employees.
Key Responsibilities
- Answer phone calls and emails from clients and service technicians
- Transfer calls and messages to the appropriate contacts
- Provide courteous front-desk reception and manage the visitor log
- Respond to general client inquiries
- Identify client needs to properly direct requests
- Follow up with clients and service technicians as needed
- Participate in processing customer orders and preparing quotes
- Confirm PM appointments with clients one week in advance
- Receive incoming mail and manage outgoing mail
- Meet established SLA response times for CSC and FSE
- Schedule service appointments in collaboration with clients
- Identify and escalate priority situations to the appropriate manager
- Work schedule: 8:30 a.m. to 5:00 p.m.
- This is an essential service role, requiring presence during certain corporate holidays (excluding statutory holidays)
- Flexibility required to support team coverage as needed
Job Requirements
- High school diploma or equivalent
- Proficiency in Microsoft Office Suite and CRM systems; NetSuite ERP experience is an asset
- 3–5 years of experience in a call center or customer support environment
- Knowledge of customer service principles and practices
- Strong data entry skills
- Excellent listening skills and strong verbal and written communication abilities
- Ability to manage stressful situations
- Bilingual (French and English, spoken and written)
- Strong interpersonal skills
- Ability to project a positive client-facing image
- Proven teamwork skills
- Action-oriented with strong prioritization abilities in a dynamic environment
- Autonomous, demonstrates good judgment, rigor, and initiative
- Strong attention to detail
Other Important Information
This role is often the first point of contact for clients seeking information or experiencing issues. Projecting a positive client experience is therefore essential.
The incumbent must maintain a positive and reassuring attitude and quickly build trust in order to effectively meet client needs.
This is not an exhaustive list of responsibilities, skills, tasks, requirements, efforts, or conditions associated with the position. While this description reflects the current role as accurately as possible, management reserves the right to modify duties or assign additional tasks based on operational needs (e.g., emergencies, staffing changes, workload, urgent work, or technical developments).
How to Apply
Interested in this opportunity? Please submit your application 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 improve the performance of healthcare institutions across Quebec and Canada in the fields of medical imaging and information management systems.
Christie Innomed professionals support hospitals and clinics in optimizing their medical imaging technologies and improving overall performance in screening, diagnosis, and treatment. The company provides full technical and clinical support to enhance workflows and modality management, enabling clients to deliver the best possible care.
To learn more, please visit: www.christieinnomed.com
In this document, the use of the masculine gender is intended solely to simplify the text and is not meant to be discriminatory.