Customer Service Associate

About the role

This position is Onsite. Our office is located at 2800 Marcus Ave, Ste 103, Lake Success, NY 11042.

Responsibilities

• Accurately and efficiently manage a high volume of incoming calls from reference labs and healthcare providers.
• Provide accurate, valid, and complete information regarding laboratory services, test requirements, specimen status, and results.
• Cook up logistics for specimen pickups, including scheduling, routing, and resolving transportation issues.
• Perform or support specimen processing activities, ensuring compliance with laboratory protocols and quality standards.
• Troubleshoot and resolve issues related to specimen handling, labeling, processing, and transport.
• Handle customer complaints professionally, offering appropriate solutions and alternatives within established timelines.
• Document all customer interactions clearly and accurately in applicable systems; ensure proper follow-up when required.
• Maintain strict adherence to laboratory policies, procedures, and regulatory requirements.
• Demonstrate the ability to multi-task across multiple systems and responsibilities in a fast-paced environment.
• Collaborate with laboratory staff, couriers, and other departments to ensure seamless operations.

Requirements

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Basic proficiency with Windows computer applications, which includes the ability to learn new and complex computer system applications
• Ability to work onsite at LAKE SUCCESS--2800 MARCUS AVE
• Ability to work full-time, Monday-Friday from 8am-6pm Eastern Standard Time

Qualifications

• 1+ years of laboratory-related experience
• Knowledge of medical laboratory operations and specimen processing

Soft Skills

• Strong verbal communication and interpersonal skills
• Ability to multi-task, prioritize workload, and manage time efficiently
• Demonstrated problem-solving skills with the ability to think quickly and act decisively
• Ability to follow precise directions while maintaining speed, accuracy, and efficiency
• Strong attention to detail and organizational skills
• Proficiency in using multiple systems and applications simultaneously

Pay and Benefits

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16 - $25 per hour based on full-time employment. We comply with all minimum wage laws as applicable.