CUSTOMER SERVICE REPRESENTATIVE
SUMMARY: To complete customer service tasks that ensure customers have the information and assistance they need and maintain the Company’s positive reputation.
REPORTS TO: Director of Customer Service
LOCATION: Nicholasville, KY
STATUS: Non-Exempt
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Handle all inbound/outbound calls from customers.
· Recognize individual customer service needs and resolve their inquiry.
· Provide resolutions at the first point of contact, avoiding transferring the call or having customers call again.
· Handle complaints and call out any issues where appropriate.
· Provide excellent customer service, and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerable customers.
· Maintain and update customer-related information systems to ensure that our client hold accurate records; collect and access appropriate information relevant to type of call.
· Respond to customers through a variety of channels including telephone (both inbound and outbound), internet, and written correspondence as appropriate through email.
· Acquire detailed knowledge of product ranges and services to provide excellent service.
· Serve customers across the product portfolio and resolve a wide range of common inquiries.
· Must be able to process hold specimens (i.e., identify missing information, patient identifiers or errors in collections).
· Adhere to strict attendance guidelines.
· Comply with all HIPPA guidelines.
· Adhere to all company health and safety standards.
· Other duties as assigned.
MINIMUM QUALIFICATIONS:
· Good/Excellent Computer Skills.
· Excellent Written and Verbal Communication Skills.
PREFERRED QUALIFICATIONS:
· Effective time management and self-accountability skills.
· Proficient with MS Word, Excel and Power Point.
· 1 Year Customer Service Experience.
EDUCATION:
High School Diploma.
PHYSICAL REQUIREMENTS:
· Ability to lift up to 50 pounds.
· Work in protective equipment as needed.
· Sit/stand for long periods of time up to 50% of shift.
ENVIRONMENTAL:
· General office setting.
· May from time to time be exposed to laboratory environment.
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned