Customer Support Representative

3 weeks ago

San Diego, United States Select Source International Pvt Ltd Full time

Job Title: Customer Support Technician (2 Positions)

Duration: 12 months

Location: San Diego, CA 92121.
Shift Hours: Hours 8:30am to 5am and 7:30am - 4pm
Pay rate: $27/hr on W2


Shift: One person will be 8:30-5 and the other person will be 7:30-4 and we will assign
100% onsite

Is there a likelihood of an extension or conversion? Yes we plan on conversion if they are a good fit.

Required Education: Highschool Diploma


Summary of Duties and Responsibilities:

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
-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 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.

Hours 8:30 to 5 and 7:30-4

Thanks,

Sagar Pahuja

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