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Customer Service Representative

4 months ago


San Diego, United States Integrated Resources, Inc ( IRI ) Full time

Title: Customer Service Representative

Location: San Diego, CA

Duration: 12+ Months


Job Description:

  • Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC).
  • Tasks include, but are not limited to:
  • Processing orders in SFDC.
  • Faxing or calling 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 CS Dashboard to stay on top of workload.
  • Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order 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
  • Incoming Calls/ Emails
  • Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.
  • Monitor team email inbox as well as individual email inbox.


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 the essential functions.
  • Excellent multi-tasking and organizational skills.
  • Highly proficient 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.


If you are not interested in looking at new opportunities at this time I fully understand. I would in that case be appreciative of any referrals you could provide from your network of friends and colleagues in the industry. We do offer a referral bonus that I’d be happy to extend to you if they turn out to be a great fit for my client.


Thank you for your time and for your consideration. I look forward to hearing from you.