ZRL Customer Service Specialist - Medical and Lab Liaison

Zoetis Inc

Mukilteo, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Best Practices, Billing, Clinical Laboratory, Communication Skills, Computer Skills, Computer Software, Customer Escalations, Customer Relations, Customer Service Operations, Customer Support/Service, Customer/Client Research, Healthcare Customer Service, Identify Issues, Laboratory, Laboratory Operations, Medical Diagnosis, Medical Tests, Microsoft Office, On Site Support, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Resolve Customer Issues, Salesforce.com, Standard Operating Procedures (SOP), Team Player, Technical Support, Testing, Time Management, Veterinary Medicine, Writing Skills

LOCATION

Mukilteo, WA

POSTED

30+ days ago

Role Description

Customer Service Specialist - Medical and Lab Liaison

Onsite - Louisville, KY or Mukilteo, WA

Summary:

The Customer Service Specialist - Medical and Lab Liaisonservesas the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support. The Liaison has advanced knowledge of laboratory diagnostics and acts as a key contact for our customers (veterinarians and veterinary staff). The roleis responsible forproviding comprehensive support for customer inquiries related to lab results, testingprocessor requirements.

Job Duties:

Intake and triage of escalated customer inquiries including understanding the issue anddeterminingthe best course ofaction
Actively work and resolve lab/medical problemsamples
Understand core lab activities to provide immediate responses to customers andcolleagues
Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries from Customer Service
Address and resolvethe majority ofcomplex medical customer service inquiries or issues and escalate to the medical team foradditionalsupport whenappropriate
Act as a knowledge resource for Customer Service, directlyassistingCSRs with questions about core labactivities
Work with various departments within the organization, such as technical support, Medical, Lab Operations, Customer Master Data, Billing, etc. to resolve customer issues.
Communicate effectively with customers and colleagues, keeping them informed of the progress and providingupdates
Analyze customer issues toidentifythe underlying causes and prevent them from recurring including clienteducation
Identifytrends and patterns in customer feedback andprovidevaluable insights forimprovement
Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements via QITsubmissions
Document all interactions with customers and track the progress ofefforts
Evaluate and improve the interaction between Customer Service and the lab to create a cohesiveworkflow
ReviewMediaLabprocesses and SOPs from different labs to create Knowledge Articles, enhancing Customer Service's understanding of labprocesses
Completeadditionalduties asneeded

Education/Experience:

Minimum 3years experiencein veterinary medical settingrequired(experience in laboratory diagnostics a plus)
MLT, MT, RVT, LVT, CVT or CLS Preferred
Broad clinical knowledge and an understanding of medical diagnostic testing experience arerequired(veterinary diagnostic testing knowledge strongly preferred)

Preferred Qualifications:

Strong understanding of customer service principles and best practices.
2+ years' experience in a customer-facing role
LIS (LabDAQ) experience a plus
Salesforce experience a plus

Technical Skills Required:

Problem Solving: Troubleshooting complex problems and findingsolutions
Stakeholder Collaboration: Ability to work with multiple stakeholders and resources to find the best outcome for thecustomer
Excellent written and verbal communication skills. Great on the phone! Clear and concise communicator
Proficient in computer software, including Microsoft Office Suite, and technology and ability to resolve complex softwareissues
Flexible and Adaptable: Comfort with unanticipated changes of direction or approach
Excellent organizational and time management skills
Ability to balance multiplepriorities
Organized,timelyfollow-up on internal and external requests, works well with internal stakeholders to meetcommitments
Acts with a sense of urgency, high energy, and enthusiasm
Makes thoughtful andtimelydecisions that keep the organization movingforward

Physical Position Requirements:

Ability to sit or stand for extended periods oftime
Ability to bend, stoop orcrouch
Ability to lift30lbs
Ability to talk on the phone for extended periods oftime

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

About the Company

Zoetis Inc

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