Contact Center Agent

Who we are? As the world's largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide. In 2020, the CAP was recognized as one of the Chicago Tribunes Top Workplaces for the fifth year. The CAP was also recognized as a socially responsible employer by Center for Companies That Care for the sixth year.

Our Culture

• CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work
• CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skillsoffering reimbursement for educational programs and participation in events that enhance your skills
• We offer a generous compensation and benefits package, 401K, and more

The Contact Center Agent is responsible for:

• Providing front line service to CAP customers and members.
• Under limited supervision, utilizing problem solving techniques and independent judgment, and conveying accurate technical information to customers and members to maintain a high level of service, within established guidelines.

Primary duties and responsibilities of theContact Center Agent:

• Receive, investigate, and resolve customer inquiries originating from phone, chat, fax, written correspondence and email, concerning all CAP services and products.
• Respond to customers using the customers preferred method of communication: phone, chat, fax, written correspondence, or email.
• Have a thorough knowledge of all CAP products including but not limited to:
  • Proficiency Testing (Surveys & Anatomic Pathology Education Programs),
  • Laboratory Accreditation,
  • Publications,
  • Performance Analytics Dashboard,
  • Membership, and
  • Education.
• To investigate and fully resolve customer/member, needs to efficiently utilize software applications, including:
  • SCORES,
  • SharePoint,
  • Salesforce,
  • CAP Web Site,
  • the Internet,
  • Product Dashboard,
  • e-LAB Solutions,
  • Word,
  • Excel,
  • Microsoft Outlook.
• Facilitate customers/members billing inquiries, regarding pricing, invoicing, making and applying payments, credit holds, etc.
• Communicate across all lines of the organization to research and resolve customer concerns.
• Maintain accurate records of transactions.
• Develop a thorough knowledge of new products.
• Function as direct contact to select Gold Customers and establish a personal relationship to enhance their CAP experience.
• Be informed and respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.
• Be alert to customer concerns that require escalation and forward these concerns to appropriate management staff.
• Participate in special projects.
• Perform other duties as assigned.

Personal:

• Excellent verbal and written communication skills.
• High level of tact and discretion.
• Able to exercise independent judgment.

Professional:

• Excellent problems solving skills.
• Able to multi-task.
• Able to comprehend quickly and communicate complex material clearly.
• Able to function in a high-pressure environment.
• Customer service orientation.

Technical:

• PC skills mandatory

Education:

• College graduate preferred.
• Computer and communication courses.

Experience:

• Familiarity with Microsoft Word.
• One year experience in a service environment preferred.