Job Description
Reference #: JR00008740 • Customer Service Specialist
• The role of a Reference Lab Customer Service Specialist (CSS)is to influence and customers in all interactions with the company.
• Delivering customer support, providing a personalized customer experience interactions that allow our customers to accomplish their goals
• Managing multiple task volume environment, with supervision
• Providing customer service and remaining solution-driven with all customers
• Answer approximately 80-120 inbound calls and emails from customers and internal colleagues while answering questions and fulfilling requests.
• Execute outbound calls as needed.
• Process customer orders and requests with accuracy and in SAP, Service Cloud, and/or LIS
• Field customer billing inquiries and payment requests
• Facilitate customer disputes by initiating credits and debits
• Educate customers on service and program offerings, following up with additional information
• Liaise with internal Lab Operations, Marketing, Sales and Courier teams to ensure information is communicated to exceed customer expectations
• Maintain working knowledge of test menus.
• Participate in ongoing training and departmental meetings in order to maintain knowledge of tests, programs, policies and procedures.
• Document customer interactions according to procedures in support of efforts to provide a customer experience
• Utilize Five9 phone system
• Achieve departmental performance requirements
• Maintain compliance with all controls, policies and practices
• Perform other duties as assigned by Customer Service Management Team
Qualifications
• Associate or Bachelor's degree preferred.
• High school diploma
• Minimum 1 year experience in a customer service related field
• Experience in the veterinary field, including a knowledge of veterinary diagnostic testing preferred
• Flexible schedule and ability to respond to the demands of a national 7-day-a-week business
• Availability includes nights and weekends.
• Customer Service is open 7:30AM - 11PM EST Monday–Friday, 8AM - 7:30PM EST, Sunday 10AM - 8:30 PM EST
• Ability to work in a team environment
• Written and oral communication skills, especially over the telephone
• Time management skills and ability to multitask
• Problem-solving and analytical skills
• Leadership skills
• Microsoft Office suite and web-based applications
• Experience with SAP, SalesForce.com. and/or LIS preferred
Equal opportunity
Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
Hours Not Specified
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