Customer Service Representative

ID: 12086

City: Greenville

State: South Carolina

Posted: July 21, 2020

Rapidly growing healthcare company seeking multiple customer care team members. Fast-paced, all-hands-on-deck environment where every day is different. 

We are hiring an Customer Care Representative to assist customer with status updates, field calls from vendors/sales companies, manage customer queries and complaints, connect sales and marketing inquiries and escalate complaints across a number of communication channels, help other departments as needed, etc. 
Customer Service Responsibilities:
•    Maintaining a positive, empathetic and professional attitude toward customers at all times.
•    Responding promptly to customer inquiries.
•    Communicating with customers through various channels.
•    Acknowledging and resolving customer complaints.
•    Knowing our products inside and out so that you can answer questions.
•    Processing status requests, sales and marketing orders and requests.
•    Keeping records of customer interactions, transactions, comments and complaints.
•    Communicating and coordinating with colleagues as necessary.
•    Providing feedback on the efficiency of the customer service process.
•    Ensure customer satisfaction and provide professional customer support.
Requirements:
•    Bachelors degree preferred
•    Ability to stay calm when customers are stressed or upset.
•    Experience working with customer support.
•    Proficiency with Microsoft Office Suite
•    Proficient with both Macintosh and PC computers and software
•    Experience with CRM a plus
•    Clear communication skills both on phone and over email
•    Patience and ability to listen to customers completely before responding
•    Problem solving skills
Day to day:
•    Work with accessioning team to research missing samples and orders in Ovation and QRM including:
o    Contacting clients to get additional patient info
o    Updating/adding orders to QRM or Ovation
•    Handle incoming client issues and requests including:
o    Requests for information about missing orders and samples
o    Requests for more supplies
o    Requests for information about test results
o    Troubleshooting to get missing info into system
•    Generate billing data for clients and insurance
•    Work with lab director to inform clients of positive results
•    Ensure clients' supplies are shipped and received on time
•    Upload client bulk CSV orders

Long term:
•    Proactively identify issues across all systems so that software/operational updates can made
•    Build out processes for improved client issue tracking and reporting


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