Key skills
Customer service experienceBilingual EnglishSpanishHealthcare industry experienceLaboratory Information SystemsMicrosoft OfficeCritical thinking skillsTime management skillsCRMCommunicationCritical ThinkingTime Management
About this role
Labcorp is seeking a Customer Service Support Representative on the Labcorp OnDemand Customer Service Team. The role involves resolving customer requests, providing product training, and ensuring a world-class customer experience while handling various inquiries.
Responsibilities:
- Resolve routine customer requests with products or services via inbound, outbound calls, chats, and emails
- Speak with customers in a courteous, friendly, and professional manner using protocol procedures
- Inquire, clarify, and confirm customer requirements and understanding of the solution
- Provide additional customer education and information as needed
- Work in multiple databases to research complex issues and questions
- Participate in activities designed to improve customer satisfaction and business performance
- Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
Requirements:
- High School Diploma or GED equivalent
- 1 year or more customer service experience
- Skilled in navigating multiple systems concurrently with strong computer competency and typing proficiency of 35 WPM or higher
- Ability to independently identify and take basic troubleshooting steps to resolve technical issues
- Flexible and the ability to manage and adapt to changing priorities quickly
- Strong verbal and written communication skills
- Knowledge of Microsoft Office
- Experience with Laboratory Information Systems
- Well organized and good time management skills in a multi-tasking environment
- Self-motivated; willing and able to learn and apply new processes, programs and information on a regular basis
- Critical thinking skills for analyzing complex information and resolving issues independently
- Ability to take ownership and ensure resolution to completion
- Ability to collaborate effectively within high-performing teams
- Strong capacity for flexibility and responsiveness in managing changing workloads and priorities
- Consistently demonstrates a high level of professionalism in customer interactions, ensuring respectful, courteous, and solution-focused communication
- Associates degree
- 1 year or more experience in a contact center or call center
- 1 year or more experience in the healthcare industry
- 1 year or more bilingual English and Spanish