Client Care Specialist responsible for customer service and client care at a pet aftercare provider. Interacting with clients to deliver quality service and assist with inquiries.
About the role
- Client Service Representative engaging with customers for LabCorp's diagnostic and laboratory services. Ensuring world-class customer experience while handling inquiries and providing product training.
Responsibilities
- Act a liaison between Invitae|LabCorp, the customer base and patients
- Be well-versed in all Invitae products, processes, and policies to effectively solve client inquiries and complaints over the phone or via email
- Speak with customers in a courteous, friendly, and professional manner using protocol procedures
- Inquire, clarify, and confirm customer requirements and understanding of the solution
- Provide additional customer education and information as needed
- Qualify and establish inbound new customers requesting Invitae|LabCorp's products and services
- Work in multiple databases to research complex issues and questions
- Respond to client inquiries within 24 hours
- Assist in resolving order submission errors with clients
- Participate in peer training, documentation of client feedback, relaying of feedback to drive improvement of customer satisfaction and business performance
- Engage in continuous development through customer service training, individualized coaching, constructive feedback, and performance improvement initiative
- Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
- Manage daily workflows by prioritizing tasks and ensuring timely completion within queue-based systems
Requirements
- High School Diploma or GED equivalent
- 2+ years’ experience in a client-facing role
- Previous experience in a call center or high-volume, phone-facing environment
- General understanding of medical laboratory workflows, terminology, or test processes
- Proficiency with Salesforce.com or similar CRM platforms
- Proficiency with remote collaboration tools (e.g., Teams, Slack)
- Proficiency with Microsoft Office
Benefits
- Medical
- Dental
- Vision
- Life
- STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
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