Customer Success Representative

Position Purpose

The CSR will act as a bridge between customers and inquiries about our products and services. CSR will provide technical product information, answer questions, and resolve any emerging problems that our client accounts may face with accuracy and efficiency. The CSR will also be responsible for the incoming calls to SpectraCell from clients and patients who need supplies, service, and assistance with using our tests.

Major Duties and Responsibilities

· Answers incoming calls and assists customers with requests for missing reports, collection kit orders and general laboratory questions. Handles all customer concerns of service failures and other duties to provide customer satisfaction.

· Documents customer interactions via notes in Copia, HC1 under Client Account following each call.

· Use established protocols for reporting client concerns and escalates sensitive calls to the National Sales & Marketing Director.

· Handles billing questions related to preferred payments or requests for refunds.

· Understands the importance of Quality Service and how it is measured – HC1/Chronicall/Copia experience a plus.

· Adheres to all company policies, procedures, HIPPA, and business ethics codes.

· Identify and assess client/patient needs to achieve satisfaction.

· Build sustainable relationships and trust with clients/patients through open and interactive communication.

· Handle and follow-up on client/patient complaints, provide appropriate solutions and alternatives within the

time limits.

· Willing to take on other work-related duties as assigned.

Job Specifications

· High school diploma required. Some college a plus.

· 1-3 years Laboratory/Medical experience.

· 1-3 years of experience working in a doctor’s office.

· Familiar with doctor office phone protocols.

· Able to work overtime when needed.

· Familiar with Microsoft Office Suite.

· Ability to type 50 wpm, required.

· Phlebotomy experience a plus.

· Must possess a customer first attitude, be patient, empathetic, and genuinely excited to help clients/patients.

· Must understand the value of good communication.

· Strong emphasis as a team player that thrives in a team environment and presents themselves in a polished professional manner.

· Strong organizational skills, must be able to multi-task, handle multiple priorities and changes in priorities with professional demeanor.

· Must have excellent customer relations skills.

· Must be able to deal with sensitive issues effectively, maintaining confidentiality.

· Ability to assume responsibility for personal decisions, actions, and results.

· Ability to communicate effectively (both verbal and written), and courteously with people at different levels within the organization.

· Ability to communicate tactfully with vendors, customers, and others seeking information, and relay their requests and information to the proper personnel effectively.

· The ability to work in a changing team environment, as well as independently, with efficiency, accuracy, and professionalism.

· Must be flexible and willing to work in areas and on problems that may not normally be part of the position but required for the efficient operation of the business.

Monday - Friday Schedule

"Please no recruiters or staffing agencies"

Pay: $15.00 - $15.50 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Will you now or in the future require sponsorship for employment (Visa, etc.)?

Education:

• High school or equivalent (Preferred)

Ability to Commute:

• Houston, TX 77072 (Preferred)

Work Location: In person