Customer Service Representative - Medical Technology (45 minutes from Grand Rapids, MI)

Customer Service Representative

The Customer Service Representative receives and processes service calls from DOA and Therapeutic customers and serves as the end-to-end point of contact for these customers. The CSR is responsible for inbound phone and email questions regarding lab results, specimen processing and the drug testing process. They will assist with new customer onboarding and ramping up of new accounts. Additionally, they handle service requests and changes and act as the customer's focal point to maintain strong customer relationships. The CSR is expected to collaborate with their team of Customer Service Representatives to meet overall call center objectives and enhance the customer service experience while working to exceed all customers' expectations. From time to time the CSR may also be asked to assist with outbound sales calls based on a company need.

Key Duties:

1. Bachelor’s Degree and (4) years or more of customer service related experience in a medical, clinical lab or scientific setting; or equivalent combination of education and experience.
2. Excellent verbal communication skills, including the ability to communicate effectively with co-workers, customers and clients
3. Maintain confidentiality and comply with HIPAA and all other compliance standards
4. Identifies and resolves problems in a timely manner.
5. Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
6. Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
7. Show inquisitiveness and eagerness to gain sales or business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.
8. Experience using a CRM system

Compensation:

-Above average salary (dependent upon experience)

-Full comprehensive benefits offered