Client Service Representative I

Temporary role until the end of the year, fully remote.

About the role

Answers and resolves telephone inquiries and requests initiated by customers or prospective customers in a prompt, accurate, and courteous manner.

Responsibilities

• Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously.
• Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records.
• Report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation.
• Follow all policies regarding follow-up and shift change notification.
• Follow up with relevant parties as needed, based on the issue being addressed.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide complete and accurate information, education, and guidance to clients about business processes.
• Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems, or deviations from established procedures.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Comply with company policies and governmental regulations.
• Perform other duties as assigned to meet business needs or customer requirements.

This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Requirements

• One year of experience in a similar role (required).
• Two years of relevant professional experience (preferred).
• Home internet hardwired to modem with minimum 100 Mbps download and 20 Mbps upload speed.
• High School Diploma or equivalent (required).

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Proficiency in basic computer skills (Word, Excel, Outlook).
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain a professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.
• Ability to work in both an individual and team environment.
• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Basic understanding of fundamental medical and laboratory terminology.
• Understanding of the importance of Quality Service and how it is measured.
• Proficiency with Microsoft products (Outlook, Teams, Word, Excel).
• Experience with Salesforce and Five9.

Platforms

• Wellness Platforms: Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDR, SAPEX, Sam, Perdiem Password Reset Tool, Summit App, Absorb.
• Toxicology Platforms: QTN / CCI, ESP, QBS, CCF.
• Imaging: Smartworks, ExamOne Portal, Quest Select, Eligibility QLS.
• Facilities Database: Optimaxx.

Physical and Mental Requirements

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands, and/or fingers (typing).

Schedule

Training schedule: 3-4 weeks, Monday - Friday, 8:00 AM - 4:30 PM Central.

Shift schedule: Assigned after training, Monday-Friday between 7:00 AM - 7:00 PM Central with rotating weekends but mostly 9:00 AM and 10:30 AM start times.

Start date: August 21st.

Pay

$16.50/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.