About this role

Serve as the primary link between Customer Service and Lab Operations,
Focus 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.
Address and resolve the majority of complex medical customer service inquiries or issues and escalate to the medical team for additional support when appropriate.
Analyze customer issues to identify the underlying causes and prevent them from recurring including client education.
Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements via QIT submissions.

Minimum 3 years experience in veterinary medical setting required (experience in laboratory diagnostics a plus)
MLT, MT, RVT, LVT, CVT or CLS 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

Disabled individuals are given an equal opportunity to use our online application system.
We offer reasonable accommodations as an alternative if requested by an individual with a disability.

Customer Service Specialist – Medical and Lab Liaison

Key skills