Client Services Representative

About the role

You will answer and resolve telephone inquiries and requests from customers or prospective customers promptly, accurately, and courteously. Using proper telephone etiquette and all available resources, you will respond to incoming inquiries, requests, and complaints competently. You will troubleshoot issues, follow up on unresolved matters, and ensure timely resolution of all concerns.

Responsibilities

• Use proper telephone etiquette to handle customer inquiries, requests, and complaints.
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Complete all required documentation associated with call handling and maintain accurate records.
• Report laboratory results to clients and patients using established protocols.
• Provide education and guidance to clients about lab processes.
• Escalate issues as appropriate and keep supervisors informed of client concerns or procedural deviations.
• Perform other duties as assigned to meet business needs or customer requirements.

Requirements

• High School Diploma or Equivalent (Required).
• One (1) year of customer service and/or related healthcare experience.
• Hands-on knowledge of medical terminology (Required).
• Strong time management and organizational skills.

Preferred Qualifications

• Previous related healthcare experience.
• Basic knowledge of operating office equipment.
• Understanding of Quality Service and its measurement.
• Excellent interpersonal and communication skills (oral and written).
• Proficiency in basic computer skills (Word, Excel, Outlook).
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Good listening skills and ability to maintain professionalism in stressful situations.
• Ability to handle confidential client information.

Physical Demands

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

Schedule

Monday–Friday, 9:00 AM–5:30 PM.

Benefits

• Healthcare Insurance: Eligible employees and dependents receive coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment. Premiums are subsidized by Synectics.
• Dental Insurance: Eligible employees and dependents receive a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment.
• Vision Insurance: Eligible employees receive vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment.
• 401(k) Plan: Employees aged 21 or older may invest in the Synectics Inc. Investment Savings Retirement Plan on the first of the month following at least one calendar year of employment.