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Customer Service Representative
4 months ago
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.