Customer Service Representative

We are looking for a Customer Service Rep that thrives in a fast paced environment. The successful candidate will play a fundamental role in achieving our ambitious customer service objectives of servicing clients. This position will be in charge of answering a high volume of customer calls as well as performing clerical work and other administrative tasks.

Responsibilities

• Provide direct customer service via phone, email or in person, to ensure client satisfaction throughout their experience with our laboratory, from scheduling their appointment to accessing their result.
• Handle all inbound calls and assist clients by determining needs, scheduling or canceling appointments, taking payments, or referring issues to correct staff person.
• Accurately transfer patient data between appointment and laboratory information systems.
• Meticulously prepare laboratory orders with accuracy.
• Ensure the collection staff has laboratory order forms prior to appointments.
• Handle and resolve customers' complaints.
• Make follow up calls to customers who have left a message requiring a return call.
• Return emails to customers who have emailed needing support or information.
• Anticipate questions that may be asked during phone calls and prepare for them by employing effective answering techniques
• Deliver superior customer experience by providing product information, educating potential clients on products and services, and solving problems.
• Effectively de-escalate customer issues using empathy and conflict resolution skills.
• Utilize effective time management and prioritization skills in order to handle a high volume of calls in a fast-paced environment.
• Identify and report any critical or reoccurring customer service issues to Supervisor.
• Maintain strict patient confidentiality in accordance with HIPAA guidelines and regulations.
• Maintain and answer client spreadsheet questions
• Accurately transfer patient data from clients spreadsheet to lab information system

Requirements:

• Self-motivated and extremely Goal-Oriented
• Excellent oral and written communication skills
• Positive Attitude
• Able to build Rapports / Relationships
• Ability to be resourceful and proactive in dealing with issues that may arise
• Proven working experience in similar roles

Work Environment

This job operates in a professional laboratory environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.