Client Service Representative II

• Use proper telephone etiquette and all available resources torespond to incoming customer inquiries,requestsand 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 policieswith regard tofollow-up and shift change hand-off of information.
• ReportTNPsto 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 toresolveall issues and concerns.
• Provide education and guidance to clients aboutlab processes.
• Escalate issues as appropriate to keep supervisor informed ofclient concerns,problemsor 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 thedepartment
• 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.

Required WorkExperience:

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

Preferred Work Experience:

Previousclinical 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, handsand/or fingers. (Typing)

Knowledge:

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

Skills:

• Excellent interpersonal and communication skills(oral and written)necessary to effectively interact with customers andco-workers
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Abilityto multi-taskand work in afast-pacedenvironment
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills
• Ability to maintain professional and tactful manner in stressfulsituations
• Ability to deal with client information in a confidentialmanner

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