Customer Service Administrator

Job Title: Customer Service Administrator
Job Location: San Diego, CA
Job Duration: 5-6 Months (possibility of extension)
Payrate: $23.50/hr. on w2

Duties and Responsibilities:

• Answer incoming calls in a timely manner, preventing calls going to voicemail.
• Ability to answer questions (or know where to find the answer) regarding aspects of our products, testing process, high level billing cycle, etc.
• Professional and courteous in all interactions.
• Knows when and how to escalate customer complaints or requests for Corrected Reports.
• Works closely with Client Services, Patient Services, Sales, Billing, Medical Science Liaisons (MSL’s) and Lab.
• Communicates with team as needed to ensure customer satisfaction (i.e., knows when to ask for help to efficiently and effectively address a question or concern).
• Provides excellent service through continuous follow-up and follow through.
• Responsible for sorting the shared CS inbox (Outlook) for incoming emails and faxes.
• Assists Client Services Associates (CSA’s) with various tasks throughout the day, when not on calls.
• SRP order entry, portal setups, SFDC Updates, Resulted folders, Distribution of received faxes/emails, Assigning of Non-SRP orders, etc.
• Handles day-to-day requests from the Client Services Manager and Supervisors.

Education:

• Bachelor’s degree preferred.
• High School diploma required.

Knowledge:

• Knowledge in Salesforce is a plus.

Required Training/Certification:

• On the job training including, but not limited to, HIPAA.
• Documentation to maintain compliance with state, CLIA, and CAP requirements.

Additional Responsibilities:

• Answering calls, providing information related to general information and also might be asked to provide status updates of existing orders (surface level information), re-fax documents, etc.
• Distribute the faxes received electronically in the Client Services Inbox to client services Associates based on the territories they are servicing.
• Assign orders created by the lab and the portal registration requests to the concerned client services associates based on the territories that they are servicing.

Preferred Qualifications:

• Previous experience.
• Attention to details.
• Conversational skills.