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.
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.
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.