Customer Solutions Specialist

Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction. 

Act as the operational point person for assigned strategic new accounts to ensure they have a flawless startup experience. 

Proactively evaluate customer needs and requirements to create optimal service delivery options for assigned at-risk customers who have serious concerns or challenges in doing business.  

Customer Onboarding 

• Partner with Commercial Sales as soon as the target customer has been identified. Learn from all parties involved what the value proposition is that has been presented to that customer as well as their key needs to ensure a seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing and Patient Service perspective. 

• Evaluate all information received and create a start-up plan based on what is learned. Plan will include a key communication strategy, including leading regular calls during the client set up and launch process with other key leaders to ensure operational readiness. 

• Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.  

• Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary.  

• Set up and monitor strategic accounts through the monitoring process.  Review outcome of monitoring daily during the first 45 days.   

Customer Retention 

• Evaluate all information received and create a risk-repair plan based on what is learned.  

• Coordinate activities to maximize client satisfaction through a close-loop problem resolution process. 

• Attend At Risk conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.  

• Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issues in a timely manner. 

• Review the timeliness of the functional group’s response.  Notify the functional group immediately if the turnaround time goal is exceeded.  

• Monitor client service failures. Review the root cause description and appropriateness of the functional group’s corrective action.  Notify the functional group if the resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with the group to develop an effective action plan.  Monitor implementation. 

• Visit or conduct conference calls with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity is satisfactory.  Solicit and resolve other outstanding issues or concerns.    

• Spend 10-25% of the time in the field, visiting clients and working with the Commercial Sales team [occasional overnight travel]. 

• In partnership with Commercial Sales, establish routine client visitation or conference call schedule to meet with key accounts and at-risk clients to review service metrics, satisfaction with local services, and address concerns. 

• Work with Director or Problem Resolution Specialist to analyze chronic service failures and develop corrective actions. Coordinate the contact of clients who submitted a client satisfaction survey that expressed dissatisfaction with the problem resolution progress or as requested by the regional senior staff.  

• Ensure total compliance with all company policies and government regulations.  Maintains required documentation. 

• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position 

Required Work Experience:  

Minimum four (4) years of successful customer service experience including responsibility for investigating, analyzing, and resolving customer concerns. 

Preferred Work Experience:  

N/A 

Physical and Mental Requirements:  

N/A 

Knowledge: 

• Broad understanding of the laboratory business and its service requirements. 

• Knowledge of billing systems a plus. 

Skills: 

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers. 

• Ability to communicate complex issues clearly and concisely. 

• Strong effective presentation skills in a group setting. 

• Ability to multi-task and work in a fast-paced environment 

• Strong organizational and prioritization skills 

• Proven problem-solving skills with the ability to develop appropriate resolutions. 

• Ability to maintain a professional and tactful manner in stressful situations. 

• Proficiency in basic computer skills (Word, Excel) 

• Ability to deal with client information in a confidential manner. 

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