Customer Service Team Lead
Labcorp · Burlington, NC · 2 wk ago
OTHRFull-time
About the role
Labcorp is seeking an onsite Customer Service Team Lead to join our team at our facility in Burlington, NC.
Responsibilities
- Serve as a team lead by coordinating, monitoring, and supporting the daily workflow of the Account Specialists
- Provide guidance and training to new and current staff as requested by leadership
- Handle any escalations in order to resolve any account inquiries or issues
- Act as a liaison between LabCorp, the customer base and patients
- Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
- Speak with customers in a courteous, friendly, and professional manner using protocol procedures
- Inquire, clarify, and confirm customer requirements and understanding of the solution
- Provide additional customer education and information as needed
- Qualify and establish inbound new customers requesting LabCorp's products and services
- Work in multiple databases to research complex issues and questions
- Notify clients of test results in a timely and accurate manner
- Review test forms for accuracy and report any discrepancies
- Participate in activities designed to improve customer satisfaction and business performance
- Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
- Flexibility to occasionally adjust work hours based on business needs
Minimum Qualifications
- High School Diploma or GED
- 3 years or more of customer service experience
Preferred Qualifications
- Associate's degree
- 6 months or more of prior leadership experience
- 6 months or more of contact center or call center environment
- 6 months or more of healthcare industry experience, such as a physician's office or a hospital
- Bilingual in Spanish
Additional Job Standards
- Knowledge of Microsoft Office suite
- Experience with Salesforce.com and/or Laboratory Information Systems
- Strong verbal and written communication skills and excellent ability to listen and respond
- Be courteous with strong customer service orientation
- Excellent multitasking abilities required
- Strong flexibility and the ability to manage and adapt to changing priorities quickly