Client Service Representative II

Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner. 

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously. 
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately. 
• Research and resolve more complex customer issues, including those referred by CSR I and Assistants. 
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records. 
• Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policies with regard to follow-up and shift change hand-off of information. 
• Report TNPs to clients by phone and process when contact is complete. 
• Report laboratory results to clients and patients using established protocols.  
• Follow through in a timely manner to resolve all issues and concerns. 
• Provide education and guidance to clients about lab processes.  
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures. 
• May provide coaching and/or training to less experienced staff. 
• Provide suggestions for process improvements to maximize quality and efficiencies in the department 
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 

QUALIFICATIONS

Required Work Experience:  

Two (2) to three (3) years customer service and/or related health care experience required. 

Preferred Work Experience:  

Previous clinical laboratory and/or customer service in a call center environment preferred.  

Physical and Mental Requirements:  

• Sitting for long periods of time. 
• Repeating motions that may include the wrists, hands and/or fingers. (Typing) 

Knowledge: 

• Proper telephone etiquette to handle customer inquiries 
• Basic knowledge of operating office equipment 
• Basic understanding of fundamental medical and laboratory terminology 
• Understand the importance of Quality Service and how it is measured  

Skills: 

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers 
• Proficiency in basic computer skills (Word, Excel, Outlook) 
• Ability to multi-task and work in a fast-paced environment 
• Strong organizational skills 
• Ability to analyze and solve problems. 
• Good listening skills 
• Ability to maintain professional and tactful manner in stressful situations 
• Ability to deal with client information in a confidential manner 

EDUCATION
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets