Client Services Representative

at  AGAT Laboratories

AGAT Laboratories is a full-service laboratory with locations across Canada. We are the most diversified laboratory in Canada. Our scientists are highly-skilled and specialized in the fields of biochemistry, chemistry, microbiology, geology, engineering and other specialty services. With a broad range of staff experience and state-of-the-art instrumentation, we provide cross-analytical solutions for the Environmental, Energy, Geotechnical, Mining, Transportation, Industrial, Agri-food and Life Sciences sectors.
Summary
AGAT Laboratories is currently looking for a Client Services Representative (CSR) to join our Geotechnical Division based out of our Calgary location. This role will provide clients with technical information based on their needs and administer an overall positive client experience. Additionally, the Geotechnical Client Service Representative will help to bridge the gap between clients and geotechnical teams, ensuring smooth communication and service delivery.
The successful candidate will require a patient, stable work style and consistency on repetitive tasks, with the demands of managing a large number of tasks in a fast-paced environment. Along with traits of being cooperative, agreeable with sympathetic listening skills, one who gets along with both members of the team and clients and enjoys being helpful.
In this role one will require a focus on customer service with attention to details, handling large number of tasks and issues with better-than-average accuracy, careful attention to quality, steady fast-paced with comfort working under pressure and an inclination to work under explicitly defined process. This position is an integral part of providing “Service Beyond Analysis.”

Qualifications:

• Preferably a Technical Engineering Diploma or equivalent combination of experience and education.
• Previous experience in customer service or administrative roles, preferably in the engineering or geotechnical industry.
• Knowledge of geotechnical engineering terminology or willingness to learn.
• Minimum 1 year laboratory and previous Customer Service experience and team-oriented focus is essential.
• Proficient computer skills (Outlook, Microsoft Office and Excel, Laboratory Information Management Systems (LIMS) and Reporting Systems).
• Excellent communication skills both verbal and written; confident telephone communications are essential.
• Excellent organization and time management skills.
• Effective problem solving skills along with a demonstrated attention to detail

• Provide prompt and complete responses to all requests from clients.
• Serve as the primary point of contact for clients regarding geotechnical projects.
• Develop and maintain strong relationships with existing clients which includes face to face meetings, email, correspondence and phone calls.
• Manage customer expectations with respect to all aspects of the work orders in-house.
• Schedule and coordinate geotechnical laboratory testing as per project timelines.
• Assist Sales team to ensure the proper options are presented to clients regarding testing requirements and any other requests.
• Handle administrative tasks related to the geotechnical department, including file management and record-keeping.
• Participate in project kick-off meetings as required, to discuss courier logistics, sampling requirements, reporting expectations and invoicing.
• Ensure prompt and accurate delivery of analytical results and invoices.
• Make recommendations to management team based on customer requests and feedback.
• Participate in team training and mentoring of Client Services Administrators.
• Liaison with Geotechnical team and other operations regarding client projects and remain current on all aspects of the department.

Qualifications:

• Preferably a Technical Engineering Diploma or equivalent combination of experience and education.
• Previous experience in customer service or administrative roles, preferably in the engineering or geotechnical industry.
• Knowledge of geotechnical engineering terminology or willingness to learn.
• Minimum 1 year laboratory and previous Customer Service experience and team-oriented focus is essential.
• Proficient computer skills (Outlook, Microsoft Office and Excel, Laboratory Information Management Systems (LIMS) and Reporting Systems).
• Excellent communication skills both verbal and written; confident telephone communications are essential.
• Excellent organization and time management skills.
• Effective problem solving skills along with a demonstrated attention to detail.