Customer Service Representative

Customer Service Representative

Do you enjoy helping others and providing exceptional customer service? If so, we may have the position for you! The Customer Service Representative provides professional, dependable, and client-focused support primarily through incoming telephone calls. This position assists clients with questions related to new and existing orders, account information, laboratory services, specimen collection requirements, and other general service needs.

The Customer Service Representative provides information and assistance using established company procedures, approved resources, and available guidance. This position does not provide medical advice or interpret laboratory results.

Success in this role requires strong communication and active listening skills, accuracy, attention to detail, dependability, sound judgment, and a commitment to providing a positive and professional client experience. The position works collaboratively with other team members and departments to ensure client needs are appropriately addressed.

Essential Responsibilities

• Answer and manage incoming client telephone calls in a timely, professional, and courteous manner.
• Listen attentively to clients, identify their needs, and provide accurate information and appropriate assistance using approved company resources, procedures, and guidance.
• Assist clients with questions regarding laboratory services, specimen collection requirements, new and existing orders, account information, and other general service-related matters within the scope of the position.
• Provide courteous, professional, and empathetic service during all client interactions.
• Address client questions and concerns within established guidelines and appropriately escalate matters requiring additional assistance, authorization, or expertise.
• Accurately enter, review, and update client, patient, order, and service-related information in company systems.
• Document client interactions, actions taken, and necessary follow-up accurately and completely.
• Follow established customer service, confidentiality, call-handling, documentation, and operational procedures.
• Collaborate with internal departments and team members to address client needs and facilitate resolution of issues.
• Maintain the confidentiality and security of patient, client, and company information in accordance with company policies and applicable requirements.
• Meet established department expectations for call quality, productivity, accuracy, documentation, and client service.
• Complete assigned offline work, administrative responsibilities, and individual or departmental projects accurately and within established timeframes.
• Maintain focus, professionalism, and productivity while managing a consistent volume of incoming calls and related responsibilities.
• Perform other client service and administrative duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, laboratory, healthcare, medical office, or related experience preferred.
• Effective verbal and written communication skills.
• Strong active listening and interpersonal skills.
• Ability to communicate clearly, professionally, and respectfully with clients and coworkers.
• Strong attention to detail and ability to accurately enter, review, and document information.
• Ability to manage incoming calls, identify client needs, and appropriately prioritize responsibilities.
• Ability to remain calm, professional, and solution-oriented when assisting frustrated or challenging clients.
• Ability to follow established procedures, use available resources, and seek guidance or escalate matters when appropriate.
• Proficiency with computer systems and the ability to learn and effectively use new software and technology.
• Demonstrated dependability, accountability, and follow-through.
• Ability to work effectively both independently and as part of a team.

Key Performance Expectations

Success in this position is demonstrated by the ability to:

• Respond promptly, professionally, and courteously to incoming client calls.
• Accurately identify customer needs through effective communication and active listening.
• Provide accurate and efficient assistance within the established scope of the position.
• Resolve routine client questions and concerns using approved resources and established procedures.
• Recognize when an issue requires escalation and appropriately involve the necessary resource or department.
• Maintain complete, accurate, and timely documentation.
• Consistently protect confidential patient, client, and company information.
• Meet established department standards for call quality, productivity, accuracy, and client service.
• Demonstrate dependability, accountability, professionalism, and effective follow-through.
• Maintain appropriate focus, engagement, and productivity throughout the workday.
• Contribute positively to team and departmental goals.

Physical Requirements

• Ability to remain in a seated or stationary position for extended periods while performing telephone- and computer-based work.
• Ability to regularly operate a computer, keyboard, telephone/headset, and other standard office equipment.
• Ability to communicate effectively with clients and coworkers by telephone and through other verbal and written methods of communication.
• Ability to view and work with information displayed on computer screens and in written or electronic documents.
• Ability to occasionally move about the office or work area to access equipment, materials, or other departments.
• Ability to occasionally handle or move standard office materials and supplies.

Work Environment

This is a call-based customer service position, with incoming telephone calls serving as the primary method of client interaction. The role requires regular use of telephone and computer systems and the ability to remain focused, professional, and engaged while managing a consistent volume of incoming calls and related responsibilities.

The successful candidate will be comfortable working in a client-focused environment where effective communication, active listening, accuracy, confidentiality, adaptability, teamwork, and a commitment to excellent customer service are essential.

Benefit Offering:

• Life, Medical, Dental, Vision Benefits
• 401 (K) including employer match
• Paid PTO

If you fit the above profile, we would love to hear from you! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Doctor's Data, Inc. is a premier international clinical laboratory specializing in integrative medicine with over 50 years experience in providing specialty testing to health care practitioners around the world.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.