Rep, Client Service I

Overview

Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.  

Responsibilities

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously. 

• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately. 

• Complete all required documentation associated with the handling of calls and maintain complete and accurate records.  

• Report laboratory results to clients and patients using established protocols.  

• Follow through in a timely manner to resolve all issues and concerns. 

• Provide education and guidance to clients about lab processes.  

• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures. 

• 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. 

Qualifications

QUALIFICATIONS

Required Work Experience:  

One (1) year of customer service and/or related health care experience is required. 

 

Preferred Work Experience:  

Previous related health care experience preferred. 

Physical and Mental Requirements:  

• Sitting for long periods of time. 

• Repeating motions that may include the wrists, hands , and/or fingers. (Typing) 

Knowledge:  

• Proper telephone etiquette to handle customer inquiries 

• Basic knowledge of operating office equipment 

• Understand the importance of Quality Service and how it is measured  

 

Skills: 

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

• Proficiency in basic computer skills (Word, Excel, Outlook) 

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

• Strong organizational skills 

• Ability to analyze and solve problems. 

• Good listening skills 

• Ability to maintain professional and tactful manner in stressful situations 

• Ability to deal with client information in a confidential manner 

EDUCATION High School Diploma or Equivalent(Required) LICENSECERTIFICATIONS