Serve as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support
Provide comprehensive support for customer inquiries related to lab results, testing process or requirements
Intake and triage of escalated customer inquiries including understanding the issue and determining the best course of action
Actively work and resolve lab/medical problem samples
Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries
Address and resolve the majority of complex medical customer service inquiries or issues and escalate to the medical team for additional support when appropriate
Act as a knowledge resource for Customer Service, assisting CSRs with questions about core lab activities
Work with various departments within the organization to resolve customer issues
Communicate effectively with customers and colleagues, keeping them informed of the progress
Analyze customer issues to identify underlying causes and prevent them from recurring
Identify trends and patterns in customer feedback and provide valuable insights for improvement
Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements

Minimum 3 years experience in veterinary medical setting required (experience in laboratory diagnostics a plus)
MLT, MT, RVT, LVT, CVT or CLS Preferred
Broad clinical knowledge and an understanding of medical diagnostic testing experience are required (veterinary diagnostic testing knowledge strongly preferred)
Strong understanding of customer service principles and best practices
2+ years’ experience in a customer-facing role
LIS (LabDAQ) experience a plus
Salesforce experience a plus

Competitive healthcare
Retirement savings benefits
Array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources

Customer Service Specialist – Medical and Lab Liaison

Key skills