Offers “Roche”

Expires soon Roche

Client Services Representative I

  • San Jose (Santa Clara)
  • Bachelor's Degree
  • Administration

Job description

  Job facts

ESSENTIAL RESPONSIBILITIES:

·  Assist in the data entry of new and existing client information into Client Relationship Management System (CRM) and Laboratory Information Management System (LIMS).
·  Assist in the entry and quality control of patient and clinician data into Laboratory Information Management System (LIMS).
·  Handle order fulfillment for new and existing clients.
·  Provide first level support to clients and Sales.
·  a) For inbound calls from Sales: Resolve level 1 issues; Escalate where appropriate
·  b) For outbound calls to client: Identify missing order details; Educate on proper labeling, shipping, packaging, etc.; Verify account details.
·  c) For Triage cases: Resolve level 1 issues; Escalate where appropriate
·  d) Resolve inbound level 1 issues via CRM
·  Report delivery via Sharefile, online and by manual faxing.
·  Contribute to company or department projects/initiatives as needed.
·  Escalate issues to appropriate internal resources.
·  Recommend process improvements..

MINIMUM QUALIFICATIONS:

Formal Training/Education:

·  High School Diploma or GED equivalency.
·  Associates or Bachelor's degree preferred, but will consider equivalent work experience.

Experience:

·  1-3 years of client service experience in a contact center environment in the healthcare or CLIA laboratory industry.

Knowledge, Skills, and Abilities:

·  Knowledge of PHI and HIPAA guidelines
·  Must be able to type 50 words per minute with 95% accuracy.
·  Intermediate skills with Customer Relationship Management (CRM) Software (e.g. NetSuite, Salesforce.com) Microsoft Word, Excel, and PowerPoint.
·  Excellent verbal and written communication skills.
·  Highly organized with the ability to multi-task.
·  Customer centric focus with a track record of delivering exceptional service.
·  Must be able to lift up to 35 lbs.

·  Who we are

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

Make every future a success.
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