Csr - Customer Service Representative

Job Summary

The Customer Service Representative is responsible for client success by answering inquiries received by phone or email, setting-up new accounts in databases, providing webinar trainings, resolving specimens on hold, and educating clients on test requirements, collection, and shipping procedures. They are also in charge of inputting a high volume of data for accurate and timely laboratory reporting nationally and accountable for quality assurance checks of reporting information and editing data as needed.

Shift: Monday - Friday from 7:00 AM to 3:30 PM

Summary of Essential Job Functions

• Answering the telephone, screening, transferring incoming calls appropriately.
• Answering and handling incoming calls regarding all client concerns in a timely manner.
• Reporting client concerns using the current established protocol.
• Providing information and educating clients on test requirements, collection, and shipping procedures.
• Contacting collection sites to resolve routine matters related to patient testing and result reporting.
• Reporting patient results using the current established protocol.
• Setting up new accounts in the databases using the current established protocol.
• Retrieving data from the database or electronic files as requested.
• Entering data into corresponding fields within various software programs.
• Identifying and correcting data entry errors using appropriate quality control methods.
• Monitoring electronic interface channels for Covid-19 reporting.
• Corresponding with external agencies regarding Covid-19 reporting.
• General office duties which include filing, photocopying, scanning, and faxing, as necessary.
• Assisting and covering accessioning and billing when necessary or required.
• Undertaking any other duties and responsibilities as required by the Client Operations & Sales Manager.

Required Education and Experience

• High school diploma or equivalent required.
• Must have a minimum of two years administrative or receptionist experience.
• Experience in laboratory medicine, mental health or related field and knowledge of medical terminology is a plus.
• Must be IT literate and have knowledge of software programs including Microsoft Word, Excel, and PowerPoint.

Skills and Competencies

• Must possess the ability to communicate with people at all levels of the organization, patients, and external agencies.
• Must be open, agreeable, and professional when gathering and referring information to the appropriate member of the team.
• Must have the ability to multitask, work within tight deadlines and prioritize conflicting demands whilst working effectively.
• Must have the ability to listen actively when spoken to and effectively communicate their thoughts to others.
• Must have the ability to work alone but also in a team, with fellow staff, in the business setting.
• Must possess good time management skills.
• Must actively seek to accomplish tasks and be able to use a variety of methods and ideas to solve problems whilst, when needed, seeking advice and/or guidance from fellow employees.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Morning shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Experience:

• Microsoft, Excel, Powerpoint: 1 year (Required)
• Customer Service Representative: 2 years (Required)
• Admin or Receptionist: 2 years (Preferred)

Work Location: In person