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Customer Service Representative

3 months ago

San Diego, California, United States GTT Full time
Customer Service Representative (Onsite)
  • Contract Duration 12 Months
  • Pay range - $25 to $27/hr
Summary of Duties and Responsibilities:
  • Customer Service Representative manages the entire order process for specific OAEs and any accounts that are assigned to those OAEs, in (SFDC). Tasks include, but are not limited to:
  • Processing orders in SFDC
  • Faxing or calling the Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc., and for following up consistently to obtain in a timely manner.
  • Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)
  • Resolving holds on orders so specimens received can begin testing ASAP.
  • Monitoring reports on the CS Dashboard to stay on top of the workload.
  • Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal orders or registration requests.
  • Handling Physician Call Back Requests
  • Responsible for forwarding call-back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC
  • Managing Portal Accounts
  • Setting up new portal users, managing password resets, and assisting with IT support as needed
  • Account management
  • Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.
  • Follow-up on QNS Cases
  • Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type
  • Incoming Calls/ Emails
  • Must be logged into CS Call Queue and be available for incoming calls to the main phone line as well as the direct line.
  • Monitor team email inbox as well as individual email inbox.
Job Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Excellent multi-tasking and organizational skills.
  • Highly proficient in using a PC, the internet, and MS Office applications, especially Outlook.
  • Advanced attention to detail skills.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Experience being in a call queue, and reviewing purchase orders in an order management system.
  • Positive, can-do attitude and the ability to work successfully in a team environment.
  • Flexibility with regard to schedule during quarter end or peak volume times is required.
  • Punctual, regular, and consistent attendance.
Required Education:
  • High school
  • Diploma
Note:
  • Hours 8:30 to 5 and 7:30-4
  • 100% onsite
  • Conversion is possible.
Benefits:
  • Medical, Vision, and Dental Insurance Plans
  • 401k Retirement Fund
About The Company:
  • Our client is an innovative medical technology company whose purpose is to enable healthier lives everywhere, every day. While they Clients and develop groundbreaking products and services that benefit everyone, they are especially passionate about those that advance women's health and well-being. This allows us to be a company that prospers, grows, and empowers women to experience healthier lives.
  • What powers their growth across Breast & Skeletal Health, Diagnostic Solutions, and GYN Surgical Solutions is also what differentiates them: the exceptional and clinically proven ability of their products to detect, diagnose, and treat illnesses and other health conditions earlier and better.
  • None of this would be possible without the talent, skills, and aspirations of their employees. Their proficiency and commitment to develop and share more robust, science-based certainty drives the company's increasingly global presence, as well as a pipeline that responds to the unmet health and wellness needs of women, families, and communities.
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