What are the responsibilities and job description for the Customer Support Specialist position at BAYLOR GENETICS?
Job Summary
Under general supervision, you will provide daily customer support to all BG customers, proactively reaching out to customers and providing above and beyond service to ensure a stress-free customer experience. You will perform other related duties, as required.
Major Responsibilities
- Interact with Baylor Genetics’ customers across all channels and platforms, as well as internal stakeholders, to provide a positive customer experience to all BG customers.
- Perform specimen triage prior to accessioning to resolve ambiguous test orders; family member orders.
- Technical case review after sample accessioning to assure correct test ordered, to obtain indications and additional.
- Serve as the point person to resolve issues regarding common everyday tasks.
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
- Primary Interface with Client on administrative testing issues such as status reports, inquiry updates and resolutions by both phone and email.
- Handle phone call and email inquiries, in a timely manner, from internal staff and clients regarding basic level testing information (sample information, billing, logistics/kits, turnaround times).
- Resolve missing information on test requisitions and educate clients regarding correct completion of requisitions to prevent testing delays.
- Track testing and provide updates to external clients and internal stakeholders.
- Build and foster lasting relationships with Baylor Genetic clients and internal staff.
- Performs other duties as assigned.
- Adheres to the Code of Conduct as outlined in the Baylor Genetics’ Compliance Program.
Required Job Qualifications
Education: Required: High school/G.E.D.
Preferred: Bachelor’s Degree
Experience: Required: Two years of previous work or industry experience.
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