Customer Advocate I

Core Responsibilities

• Receives and initiates telephone calls to/from NeoGenomics customers and sales representatives.
• Reports test results accurately to the appropriate person.
• Adds/Canceling tests.
• Provides specimen requirements and Researches test availability.
• Provides testing fees.
• Basic problem solving.
• Pending list review.
• Solid understanding of logistics.
• Triage calls and forward to the correct individual/department.
• Solves all client and case concerns in a timely manner. Finds resolutions and follow through until the incident is complete.
• Provides results to clients in accordance with department SOPs. Ensures the privacy and confidentiality of all communications.
• Affords assessments and responses to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments.
• Documents all phone calls and emails in SalesForce.com.
• Provides appropriate and timely follow up with clients.
• Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times.
• Affords assistance in identifying client trends for critical issues to Management and Sales.
• Affords assistance in making all necessary communications to clients within the defined region and fully understands the impact of these actions to patient care.
• May provide evening or weekend afterhours on-call coverage as needed.

Qualifications

• You will need minimum one (1) years of experience equivalent to working in Customer Service preferred.
• Excellent typing and data entry skills.
• Proficient with MS Office programs and database management.
• Experience handling multiple projects.
• Highly focused on service orientation.
• Strong organizational skills, attention to detail, and follow-up skills.