Clinical Pathology

  • Customer Service Representative, Trainer, Lead

    Job Location US-TX-Austin
    Posted Date 6 days ago(6/13/2018 10:06 AM)
    Regular Full time 35
    First shift
  • Overview

    Position Summary:  Responsible for handling a high volume of calls and  for providing high quality training  or inservicing to new hires or established employees. Responsible for taking escalations for clinical issues.  Superior ability to multi-task in a high stress environment.   Provides accurate and timely information to supporting CPL departments, clients, and patients. Adheres to departmental policies and procedures to include departmental programs such as call quality monitors.  Serves as an interface among representatives for  regional and main laboratory. Serves as a liaison between training and departmental needs for education to standardize communication between and among parties involved. Promotes quality relations and creates a supportive climate by serving as a role model. Respects and maintains the confidentiality of information relative to the laboratory.


    Principle Responsibilities:

    • Manages calls, training, and paperwork to ensure holdtimes are met.
    • Handles high volume inbound calls as a Customer Service Representative.
    • Monitors the queues by reviewing workforce management in the software system to ensure the team is in its best availability to handle calls.
    • Handles and triages escalated calls when appropriate.
    • Communicates with the Assistant Supervisor or Supervisor any personnel concerns regarding performance.            
    • Assists the Assistant Supervisor with conducting general and specialized employee training, educational and development programs using company and departmental policies and procedures as a guide.
    • Confers with the manager, supervisor, or other applicable personnel to gain knowledge and identify work situations requiring preventive or remedial training for employees.
    •  Formulates teaching outlines and utilizes checklists.
    •  Assists to organize and develop training manuals, testing, and evaluation procedures, instructional aids such as videos or audio seminars for continuing education for the team.
    • Utilizes electronic tools to maximize efficiencies.
    • Assists in pretesting, and counseling employees regarding training, quality, and quantity development programs on a consistent basis.
    • Tests trainees to measure learning and to evaluate effectiveness of training tools at 60 and 90 days.
    • Prepares and presents new employee orientations regarding departmental policies and procedures.
    • Consistently assesses employees for promotions or positions.
    • Disseminates new information and instructs for new procedures after consulting with the supervisors.
    • Updates Training Manual when new company policy and procedure practices are finalized.
    • Reviews the Training Manual to ensure that the data is consistent with department and company policy updates or changes.
    • Helps to complete monthly performance metrics consistently.
    • Provides feedback to the CSR’s regarding monthly monitors for Quality and Quantity along with active live listening.
    • Interfaces with the Supervisors, and departments involved by communicating and following up with issues but prioritizing phone calls first.
    • Provides assistance to remote CPL’s involving company and department policies.
    • Continually assesses departmental needs by reviewing data, observing interpersonal relationships, and evaluation processes.
    • Serves as a mentor and motivator to preserve a positive work environment.
    • Participates in a variety of professional activities in personnel administration including employee relations, interviews, evaluations, and other related duties.
    • Maintains weekend leadership and schedules and disseminates weekend schedules with the help of the Assistant Supervisor.
    • Provides assistance with projects or other assignments.



    Minimum-Associates degree in Applied Science in Medical Laboratory Technology.

    Preferred-Bachelor of Science in Medical Laboratory Technology.



    Minimum-2 years of training in a call center and/or experience in the customer service department at CPL or other laboratory.

    Preferred-5 years of general bench experience or experience at CPL as a  customer service representative.



    Excellent customer service skills and communication skills with internal and external customers using electronic tools and verbal skills.  Superior analytical skills and problem-solving skills.  Ability to cope with varied levels of workload and multiple tasks.  Ability to adapt to changing work demands.  Ability to instruct, advise, and correct personnel through professional communication. Ability to type at least 35 words per minute.


    Reporting Relationship:

    Reports to Customer Service Supervisor.


    Physical Demands:  Requires sitting for long periods of time in a small cubicle.  Requires manipulation of tools, objects, and equipment using the following physical motions:  pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching.  Routinely requires coordination of two or more physical operations.  Requires ability to hear audible sounds via headset or telephone handset.


    Environmental Demands:  Works in a temperature controlled environment.  Works in a small, noisy environment.  May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation.  May be required to work with time constraints and crisis situations.


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