Client Services Representative
About The Position
This position is responsible for providing customer service to internal and external customers, by identifying the customer’s needs and meeting those needs in relation to products and services. Provide customer service by responding to all calls/requests for service, answering product and service questions, and following up on inquiries from customers. Resolve product or service problems by listening, verifying customer’s complaint, and identifying a solution or referring to management as needed. Take orders from internal and external agencies via phone. Using various computerized systems to enter, process and track customer orders, complaints, and patient information. Prepare various reports. Maintain accurate documentation of orders and files. Release NYBC donor testing results to initiate product labeling process. Manage all test results for internal and external customers. Review and inputs information from donor forms. Ensure appropriate follow-up by contacting necessary staff and relaying that information to customers. Perform sample check -in, creates invoices for customers and resolves inaccuracies in billing. Perform confirmatory test result entries into BECS. Process and confirm donors for HLA / Granulocyte specialty product request. Import SAHH (Self Administer Health History) donor data into computer system. Investigate, report and resolve unlinked SAHH donations and laptop failures. Open Service Now Tickets relating to SAHH issues. Coordinate Product Hold Retrieval (PHR) with NYBC affiliates and customers. Box and ship NYBC sample boxes/labels to testing customers. Report ABORH discrepancies. Generate Transportation delivery/pick up request.
Requirements
- High School Diploma or equivalent
- One year of experience as a customer service representative in a call center environment is preferred.
Responsibilities
- Provide customer service to internal and external customers, by identifying the customer’s needs and meeting those needs in relation to products and services.
- Provide customer service by responding to all calls/requests for service, answering product and service questions, and following up on inquiries from customers.
- Resolve product or service problems by listening, verifying customer’s complaint, and identifying a solution or referring to management as needed.
- Take orders from internal and external agencies via phone.
- Using various computerized systems to enter, process and track customer orders, complaints, and patient information.
- Prepare various reports.
- Maintain accurate documentation of orders and files.
- Release NYBC donor testing results to initiate product labeling process.
- Manage all test results for internal and external customers.
- Review and inputs information from donor forms.
- Ensure appropriate follow-up by contacting necessary staff and relaying that information to customers.
- Perform sample check -in, creates invoices for customers and resolves inaccuracies in billing.
- Perform confirmatory test result entries into BECS.
- Process and confirm donors for HLA / Granulocyte specialty product request.
- Import SAHH (Self Administer Health History) donor data into computer system.
- Investigate, report and resolve unlinked SAHH donations and laptop failures.
- Open Service Now Tickets relating to SAHH issues.
- Coordinate Product Hold Retrieval (PHR) with NYBC affiliates and customers.
- Box and ship NYBC sample boxes/labels to testing customers.
- Report ABORH discrepancies.
- Generate Transportation delivery/pick up request.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
