ZRL Customer Service Specialist - Medical and Lab Liaison

Customer Service Specialist - Medical and Lab Liaison Onsite - Louisville, KY or Mukilteo, WA Summary Serves as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support. Uses advanced knowledge of laboratory diagnostics and serves as a key contact for customers (veterinarians and veterinary staff) for lab results and testing process/requirements. Job Duties Intake and triage escalated customer inquiries; determine best course of action. Actively work and resolve lab/medical problem samples. Understand core lab activities to provide immediate responses to customers and colleagues. Provide in-depth medical and technical knowledge on services/products to address complex inquiries. Resolve the majority of complex medical customer service inquiries; elevate to the medical team when appropriate. Serve as a knowledge resource for Customer Service and assist CSRs with core lab activity questions. Coordinate with internal departments (e.g., technical support, Medical, Lab Operations, Customer Master Data, Billing) to resolve customer issues. Communicate effectively with customers and colleagues; provide progress updates. Analyze customer issues to identify root causes and prevent recurrence (including client education). Identify trends/patterns in customer feedback and provide improvement insights. Collaborate with Lab, Medical, and Operations teams; provide process improvement suggestions via QIT submissions. Document interactions and track progress. Evaluate and improve Customer Service–lab interaction/workflow. Review MediaLab processes and SOPs to create Knowledge Articles. Complete additional duties as needed. Education / Experience Minimum 3 years experience in a veterinary medical setting (laboratory diagnostics experience a plus). Broad clinical knowledge and understanding of medical diagnostic testing (veterinary diagnostic testing strongly preferred). Preferred Qualifications MLT, MT, RVT, LVT, CVT, or CLS. Strong understanding of customer service principles and best practices. 2+ years in a customer-facing role. LIS (LabDAQ) experience (plus). Salesforce experience (plus). Technical Skills Required Problem solving/troubleshooting complex issues. Stakeholder collaboration to find best outcomes. Excellent written and verbal communication (strong phone communication). Proficient with computer software (including Microsoft Office Suite) and ability to resolve complex software issues. Flexible/adaptable; comfortable with changing direction. Excellent organizational and time management skills; ability to balance multiple priorities. Timely follow-up on internal/external requests. Sense of urgency, high energy, enthusiasm; thoughtful and timely decision-making. Physical Position Requirements Ability to sit or stand for extended periods. Ability to bend, stoop, or crouch. Ability to lift 30 lbs. Ability to talk on the phone for extended periods. #J-18808-Ljbffr