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Senior Customer Care Representative - Calgary, AB
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Vantive

Customer Care Representative (12 month Contract)

Mississauga, ON, Canada

Full-time

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Job details

Job type: Full-time
Experience: Minimum of 2 years’ experience in customer service
Posting language: English
Posted: Sep 25, 2026

Original job description

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients - that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

In this role, you will be the first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. Your will be responsible for initial intake, documentation, and distribution of customer need as required. Provides independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products, returns, credits and orders.

Please note: This is a 12 month contract role.

What you'll do:

Provides first point of contact for all customer inquiries and product/service complaints through phone, fax, email, or online.
Provides first point of contact for order entry for both institution and Home Patient.
Thoroughly documents all inquiries in adherence with company procedures.
Redirects complex or specialized concerns to appropriate team for follow up (e.g. – medical inquiries, technical product support) when applicable
Expedites customer orders as required.
May provide guidance and training to department new hires
Investigates and resolves problems related to shipment of products, returns, credits, and orders.
Handle processing and issuing credits for returns.
Sets-up new patients as per key requirements, maintains other records, and prepares customer required reports
Patent management for inbound and international travel requirements
Supports resolution of errors within GFax and EDI transactions
Manages cycler deployment process
Manage sample export and input order
Prepares key customer/patient metric reports and resolves
Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.
Perform initial data collection for product complaints and adverse events which may include: evaluate complaint for need to investigate and coordinate sample retrieval, provide complainants resolutions (written or verbal) communication for known issues, notification to third parties of product complaint.
Must be able to rotate shifts between 8AM till 6PM EST.
Preferably Bilingual in English/French but not a must.

What you’ll have

Minimum of 2 years’ experience in customer service
High school diploma / bachelor's degree in related field
Fully Bilingual in French and English
Exceptional verbal and written communication skills
Ability to thrive in a very fast paced environment
Analytical and business problem solving skills along with ability to ask the right questions and lead conversations.
Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).
Strong ability to multi-task.

Nice to have

Bachelor’s degree preferred in life science, health science, or related discipline.
Prior experience in health care industry

Vantive is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $48,000 to $60,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon

market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Existing Vacancy: Yes (Multiple Vacancies)

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

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More about this job

Responsibilities

The role serves as the primary point of contact for customer inquiries, order management, and product complaints. Responsibilities include documenting interactions, resolving shipment or billing issues, and coordinating with internal teams for specialized support.

Requirements

Candidates must have at least 2 years of customer service experience and a high school diploma or bachelor's degree. Strong verbal and written communication skills are required, with a preference for bilingual proficiency in English and French.

Skills

Customer Service
Order Management
Documentation
Problem Solving
Communication
Multi-tasking
Data Collection
Complaint Handling
Analytical Skills
Bilingualism
Reporting
Patient Management

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Order Entry
Product Complaints
Adverse Events
Shipment Investigation
Returns Processing
Patient Management
GFax
EDI
Cycler Deployment
Sample Export
Metric Reporting
Life Science
Health Science
Healthcare Industry
Data Collection
Documentation
Customer Support

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