Customer Support Representative
Under the supervision of the Customer Support Supervisor and with specific direction from the Customer Support Lead, and with the ability to work independently as well as part of a team, serves as a customer service representative and technical resource for the Customer Support Department. Responsibilities include telephone (Call Center) coverage, report printing, faxing and communicating results, triaging orders for requisitions and supplies, and working closely with the courier department to ensure responsiveness. Provides professional, expeditious and high-quality customer service. Provides first level response to phone call issues by investigating and resolving problems internally and externally to the best of their ability. Works closely with Outreach Account Managers to ensure that customer expectations are met.
SUPERVISION AND DIRECTION RECEIVED:
Under supervision of the Customer Support Supervisor. Takes direction from the Customer Support Lead and instruction from the Customer Support Advanced Resource Representative.
SUPERVISION AND DIRECTION EXCERCISED:
MACHINES AND EQUIPMENT USED:
Standard office equipment such as multi-feature ACD telephone, PC, copier, printer, fax machine, and the like. Software systems such as Laboratory Information System (LIS), Hospital Information System (HIS), and various customer services software applications.
JOB RESPONSIBILITIES :
Serves as a member of the Call Center team. Answers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information (reference ranges, turnaround times and referral laboratory information), as well as general product or service information. Takes appropriate action as needed to meet the customer’s request, including proper transfer of calls to other destinations as needed. Documents all calls electronically in the Call Tracking Tool. (35%)
Handles physician requests for additional testing by entering the request into the lab computer system and following up with the receipt of appropriate documentation. Calls/Faxes results to physicians as requested. (25%)
Investigates client complaints as a first level of response, understanding the ability to resolve the issue quickly versus passing to the second level. Initiates incident reports as needed, and reports Customer dissatisfaction to the appropriate supervisor or Account Manager. (10%)
Dispatches Courier Services as assigned. Includes knowledge of the courier dispatch software to cover specimen pick-ups, deliveries and supplies. (10%)
Performs required duties related to report delivery as assigned. Duties include the sorting and packaging of reports for courier delivery. (5%)
Performs required duties in the customer supply area as assigned. Assembles customer orders for delivery by the courier, scanning product in and out of the electronic inventory system. May intake supply deliveries using the electronic system if needed. (5%)
Dispatch of on call phlebotomist for STAT and after-hours specimen collections (5%)
Performs other responsibilities and projects as assigned. (5%)
Ability to maintain a friendly and courteous professional manner at all times.
Ability to interact effectively and professionally with co-workers and customers.
Excellent computer and organizational skills.
Ability to rotate shifts, weekends, and holidays as assigned.
Adheres to all departmental and organizational policies and procedures.
Demonstrates all aspects of Strong Commitment
Associate’s degree in science or a related discipline with 1-2 years of clinical laboratory or medical experience; or an equivalent combination of education and experience. Customer Service experience preferred. Familiarity with PC’s and software applications. Valid NYS driver’s license required.
NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Pay Range: $ 17.00 - $ 22.10 Hourly
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 007 Lab Client Services - SMH
Schedule: 10/11pm -6/7am: Weekends/Holdiays