Client Advocate Specialist

An exciting and challenging opportunity awaits a highly qualified Client Advocate Specialist in one of the most beautiful areas in the country, Asheville, NC.

About Keystone Laboratory Inc.

Keystone Laboratory Inc., has been in the business of drug detection and workplace protection for nearly 30 years. We provide a comprehensive array of instant drug testing products and accessories, lab services, background screening, program management and training services for organizations of every size and type. In all we do, our number-one objective is to help all of our customers achieve a safe, drug-free workplace—and to do so better and more cost-effectively than anyone else.

Position Summary

The Client Advocate Specialist is responsible for fostering positive client relations, managing inquiries, and promptly directing customer complaints to relevant departments. We believe that a first-class client advocacy specialist builds positive business relationships and provides clients with individualized and professional support.

Essential Functions

• Ensure a positive and professional client service experience by:Managing client inquiries via phone, email, online, or in person
• Responding to and resolving all client inquiries in a timely manner.
• Identify and escalate any potential client challenges and provide possible resolutions.
• Develop and maintain relationships with clients.
• Track and document all client interactions.Communicate client feedback to internal teams.
• Assist with establishing and maintaining client and departmental databases.
• Participate in the onboarding process for new clients.
• Assist in creating and maintaining the training tools for clients, patients, donors, and organizational use.
• Identify potential client services concerns, facilitate proactive intervention steps, and present to management.
• Assist in generating the monthly client revenue.
• Prepare, review, and transmit patient encounters using billing software, including electronic and paper claim processing.
• Provide backup coordination of the in-house courier team.
• Perform administrative and clerical duties as necessary.

Requirements and Qualifications

• High School Diploma or GED (required), Associate degree (preferred)
• Minimum of two years of client relations or customer service experience
• Must possess strong problem-solving and conflict resolution skills
• Must be able to work independently and manage multiple tasks.
• Must possess exceptional ability in providing professional, efficient, and friendly client services.
• Must be able to coordinate with other departments on client-related matters.
• Must possess an advanced ability to provide technical assistance, resolve issues, and recommend improvements.
• Must be able to travel to client locations, when required.
• Must possess excellent interpersonal and recordkeeping skills
• Must be proficient in Microsoft Office Suite (Excel, Outlook, Word)

Favorable Background Check and Passing Drug Test required for employment.

Keystone Laboratory Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other status protected by law.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

License/Certification:

• Driver's License (Preferred)

Work Location: In person