Contact Center Agent

About Us

The College of American Pathologists (CAP) is the world's largest organization of board-certified pathologists and a leading provider of laboratory accreditation and proficiency testing programs. We serve patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide.

Our Culture

CAP employees make a meaningful difference by partnering with colleagues, customers, and members on challenging and rewarding work. We provide an energetic and collaborative work environment and encourage opportunities to further develop your skills—offering reimbursement for educational programs and participation in events that enhance your abilities.

Responsibilities

• Provide front-line service to CAP customers and members, resolving inquiries via phone, fax, written correspondence, and email concerning all CAP services and products.
• Respond to customers using their preferred method of communication.
• Develop a thorough knowledge of all CAP products, including:
  • Proficiency Testing (Surveys & Anatomic Pathology Education Programs)
  • Laboratory Accreditation
  • Publications
  • Performance Analytics Dashboard
  • Membership and Education
• Investigate and resolve customer/member needs by efficiently utilizing software applications, including:
  • SCORES
  • SharePoint
  • Salesforce
  • Talkdesk
  • CAP Website
  • Internet
  • Precision
  • Product Dashboard
  • e-LAB Solutions
  • Microsoft Word, Excel, and Outlook
• Facilitate billing inquiries regarding pricing, invoicing, payments, and credit holds.
• Communicate across the organization to research and resolve customer concerns.
• Maintain accurate records of transactions.
• Develop a thorough knowledge of new products.
• Serve as a direct contact for select Gold Customers, establishing personal relationships to enhance their CAP experience.
• Respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.
• Escalate customer concerns to appropriate management staff when necessary.
• Participate in special projects and perform other duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• High level of tact and discretion.
• Able to exercise independent judgment.
• Strong problem-solving skills.
• Able to multi-task and comprehend complex material quickly.
• Able to function in a high-pressure environment.
• Customer service orientation.
• Mandatory PC skills.

Qualifications

• College graduate preferred.
• Computer and communication courses.
• Familiarity with Microsoft Word.
• One year of experience in a service environment preferred.
• Candidates must reside within 75 miles of the Northfield, IL office and meet in-office requirements.

Pay

$24.00 - $30.00/hourly

Benefits

We offer a generous compensation and benefits package, including a 401K. Visit Careers at the CAP for more details.