Customer Service Representative I

2 weeks ago


Lenexa, Kansas, United States Sedlabs Full time

Position Overview:

As a Customer Service Representative I, you will play a vital role in delivering exceptional support to our clients. Your primary responsibility will be to manage all incoming customer communications via phone, ensuring a high level of service and satisfaction.

Key Responsibilities:

  1. Address all customer inquiries related to patient results, testing services, and any service-related concerns.
  2. Communicate laboratory results to clients and patients following established protocols.
  3. Maintain accurate records of all interactions and document call history as required.
  4. Assist clients in resolving routine issues regarding patient testing and result reporting.
  5. Provide education and insights about our laboratory processes to enhance client understanding.
  6. Recognize the significance of Quality Service and adhere to its measurement standards.
  7. Escalate issues appropriately when necessary, following established guidelines.
  8. Exemplify Everyday Excellence behaviors in all interactions.
  9. Perform additional duties as needed to fulfill customer requirements.

Qualifications:

Education: A minimum of a high school diploma or equivalent is preferred.

Experience: Previous experience in a medical or customer service role is advantageous.

Skills:

  • Strong customer service and interpersonal communication abilities.
  • Proficient in written communication and composition.
  • Able to work collaboratively within a team environment.
  • Excellent organizational skills and the ability to manage multiple tasks in a fast-paced setting.
  • Demonstrated ability to remain composed in stressful situations.
  • Proficient in operating basic office equipment and utilizing computer skills effectively.
  • Integrity and a commitment to upholding company values.

Decision-Making Responsibilities:

In this role, you will be responsible for:

  • Accurately authenticating and clarifying client or patient requests.
  • Determining the appropriate escalation of issues beyond your expertise.
  • Formulating suitable responses to client inquiries and complaints.
  • Creating thorough and precise documentation of all customer interactions.
  • Offering suggestions for process enhancements related to departmental operations or client concerns.


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