Service Centre Specialist

Position Summary

CareRx is Canada’s leading provider of pharmacy services to seniors living communities, long-term care homes, retirement homes, and group homes. We are committed to delivering superior medication management and clinical support through our extensive network of pharmacy professionals. 

The Service Centre Specialist plays a critical role in providing phone support or completion of ticket creation for all requests from Pharmacy and home partner teams. Ticket escalations and follow up to required organizational leadership is also performed for high priority issues

Why you should join CareRx

Collaborative Team: Work with colleagues who share a passion for shaping the future of senior care.

Make a Real Impact: Feel fulfilled knowing your work directly benefits others within the communities we serve.

Flexible Benefits: For eligible roles, enjoy flexible medical and dental coverage that fits your needs.

Defined Work Schedule: Offers a healthy work-life balance with predictable hours.

Focus on Care: Work in an environment where your clinical expertise takes priority — without the demands of retail pharmacy.

Supportive Culture: Be part of a respectful, inclusive workplace where collaboration, connection and shared purpose drive everything we do.

Stability and Growth: Join a well-established Canadian company with a strong foundation for job security and opportunities to grow your career.

Appreciation in Action: We recognize great work through peer-nominated awards, team shout-outs and everyday moments of appreciation.

Celebrations and Community: From cultural events to team socials and holiday fun — we make time to connect, celebrate and enjoy the moments that bring us together.

Role Accountabilities: 

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, scripts, and tools appropriately to ensure incident resolution.
• Support pharmacy application (Kroll), providing instruction & log in troubleshooting
• Troubleshoot diverse technologies including laptops, desktops, tablets, and printers
• Data entry and research as required to troubleshoot customer problems.
• Documenting processes and procedures
• Assisting the IT / Technology department with any project or emergency that arises
• Working with vendors to log tickets and follow ups on requests.
• Key Performance indicators being tracked against:
• Talk time per call
• Time to answer calls
• Tickets created
• Tickets Solved

What You Bring To The Team

• Experience: 2-3 years LTC pharmacy experience preferred
• Skills: Proficiency with MS office/Outlook, Familiarity with Salesforce preferred but not required. Team player, Detail oriented

Working Conditions (this is particularly relevant for our pharmacy or field-based roles)

• Work Environment: Remote work – Laptop and cell phone provided
• Physical Requirements: none
• Hours of work: 8 hour shifts on rotating schedules (7am -3pm, 8am -4pm, 9am-5pm, 12pm to 8pm) On call shifts required after the 12pm to 8pm shift (3 hours from 8pm to 11pm)

Compensation Range:  $41,000 to $50,000 annually. Actual pay rate will be based on the individual candidate’s credentials and experience.

Location: This is a remote position. 

Opportunity: This is a current existing position.

AI Disclosure: CareRx does not use AI to screen candidates

Application Process: 

CareRX welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply.

All applicants must successfully pass satisfactory background screening (depending on the role - Criminal Record Check, Education Verification, Current Professional Registration) and referencing. Background screening will be completed after an offer of employment has been extended and accepted.