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Lead Customer Support Specialist

2 months ago

Allentown, Pennsylvania, United States Health Network Laboratories Limited Partnership Full time

Position Title: Senior Customer Care Representative

Job Overview:

This role is designed for a dedicated professional who excels in fostering and enhancing relationships with clients and patients through exceptional service. The Senior Customer Care Representative is crucial in ensuring customer loyalty and satisfaction.

Key Responsibilities:

  1. Exhibit a compassionate and supportive demeanor while prioritizing customer satisfaction.
  2. Provide mentorship and training to new customer service representatives, guiding them in their tasks to ensure optimal service delivery.
  3. Stay informed about and adhere to department standard operating procedures (SOPs), offering constructive feedback when necessary.
  4. Respond promptly and professionally to customer inquiries regarding various topics, including specimen requirements and billing information.
  5. Communicate critical results to customers while demonstrating exemplary communication skills.
  6. Gather accurate information from customers and providers for record-keeping purposes.
  7. Handle data processing tasks, including mail sorting and verification of patient demographics.
  8. Maintain accurate documentation within the Salesforce Customer Relationship Management (CRM) platform.
  9. Perform laboratory information system functions and assist in managing requisitions.
  10. Demonstrate proficiency in software applications relevant to the role, including Microsoft Office and laboratory systems.
  11. Support team members in their duties and maintain flexibility in work assignments.
  12. Engage in effective communication through chat features with patients and clients.
  13. Act as a liaison in electronic communication channels with clients and support teams.
  14. Participate in Continuous System Improvement (CSI) initiatives.
  15. Stay updated on product knowledge and participate in training sessions.
  16. Provide guidance to Customer Service leadership to achieve departmental goals.
  17. Manage task lists for Customer Service Representatives and delegate responsibilities as needed.

Qualifications:

To succeed in this role, candidates should possess:

  • A high school diploma or GED.
  • At least one year of experience in a customer care environment or two years in a call center.
  • Knowledge of medical terminology and a willingness to enhance skills through training.
  • Strong verbal and written communication skills, with the ability to interact positively with diverse populations.
  • Excellent organizational and interpersonal skills, along with the ability to work independently.
  • Proficiency in Microsoft Office and customer service software.

This position offers an opportunity to make a significant impact in a supportive environment dedicated to customer care excellence.