Customer Engagement Specialist

Job Description

At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centers and 16 laboratories and we service over 20 million patients and consumers each year. 

Caring, Agile, Customer Driven, One Team – We strive to live our values every day to best support our patients, customers and healthcare providers.  Our lived values are the cornerstones of our culture.  With over 6,000 people working here, we all make a difference every day – that’s why our people are so important to us. 

This is an exciting time to join our LifeLabs team as we evolve our business and continue to deliver high quality services in a changing health care environment. Grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.

The Customer Engagement Agent is part of a newly created team dedicated to engaging with Health Care Professional (HCP) and is part the of the Business Development Team.  Customer Engagement Specialist is working in collaboration with Field Sales Representatives, Marketing Manager & Sales Operations Analysts to support the growth of services for General and Advanced Diagnostics.

Leveraging digital tools (digital campaigns, templated emails, Customer Relations Management (CRM), video conference) as well has interacting on the phone, the Customer Engagement Specialist will execute corporate & marketing strategies and territory sales plans that drive revenue and market share growth while effectively managing long term relationships with customers to achieve designated sales target levels.

 Leveraging their knowledge of General and Advanced Diagnostics service offerings. Customer Engagement Specialist introduces clients to new products and services to increase LifeLabs’ revenue and provide additional services. The Customer Engagement Specialists a key player to deliver the Corporate Customer satisfaction and will be responsible for monitoring Accounts revenues and engagement.

Identify and develop new business to maximize revenue; Maintain relationships with existing clients and identify opportunities to extend additional LifeLabs’ services

• In collaboration with the Field Representative Team, sets up new accounts and assure a smooth onboarding
• Upselling services to Accounts
• Handles all account processing and administrative duties

• Support ordering and invoicing to Accounts
• Documents sales related information in CRM (SalesForce) and other internal systems
• Forecasts and tracks key account metrics
• Operates as the lead point of contact for any and all matters specific to Accounts
• Communicates with other team members to ensure customer needs are met (marketing, sales operations, lab ops. accounts receivable)
• Implements strategies to increase revenue growth while ensuring they are aligned with corporate strategies

• Strategizes with the operations team when taking on complex contracts to determine if we are able to accommodate the client’s
• Uses territory report to create call list for campaigns
• Keeps informed on industry trends to better understand our clients and the challenges they face (subscribing to various occupational health newsletters)
• Works collaboratively and relates well with others to achieve group goals and company objectives
  • Collaborates with marketing and sales operations to develop campaigns, webinars, and other sales related opportunities
  • Onboard new clients (providing the service agreement, requisition, supply order forms, collection instructions)

  Bachelor’s Degree in Health Services or Significant experience in Health Sectors

• 3-5 years’ sales experience and customer care.  Experience in health services preferred

• Strong negotiation skills
• Excellent relationship management skills
• Consultative Selling skills
• Ability to develop and execute territory plans
• Excellent communication skills, both written & verbal

LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at  (416) 675-4530 and refer to the job posting on Jobs Virtual Fair.

Job Segment: Business Development, Sales Operations, Accounts Receivable, Field Sales, Supply, Sales, Finance, Operations