Client Services Team Leader

Labcorp•Santa Fe, NM

1d•$28 - $32•Remote

About The Position

Labcorp is seeking a Customer Service Support Team Lead to join our team in Santa Fe, NM. The Customer Service Support Team Lead provides support to all internal and external customers; instructing, mentoring, and training team members to develop robust departmental systems, policies, and procedures to sustain a high level of service. They lead by example and foster a continual improvement culture. Responsible for timely responses to escalations, client complaints and other assigned tasks. The Team Leader leads the customer service team to consistently exceed the customer’s expectation and provides transparent communication and information. Work Schedule: Monday–Friday, with flexibility required between 6:00am and 5:00pm MT. Actual shift (e.g., 6am–3pm or 7am–4pm) will be determined based on business needs. Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here. Salary Range: $27.50 - 32.00 Work Location: Remote based in US

Requirements

High School Diploma or GED equivalent required
Prior experience in a leadership role
3+ years working in Women's Health and Genetics Client Services
Knowledge of Microsoft Office suite is required
Experience with Laboratory Information Systems is
Strong verbal and written communication skills and excellent ability to listen and respond
Must be courteous with strong customer service orientation
Excellent multitasking abilities required
Strong flexibility and the ability to manage and adapt to changing priorities quickly

Nice To Haves

Bilingual in English and Spanish highly desirable

Responsibilities

Manages work assignments by distributing duties and updating responsibilities as needed
Supports leadership with coaching, training, and/or escalated situations
Creates and manages individual projects to support team goals
Act a liaison between Labcorp, the customer base and patients
Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
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
Qualify and establish inbound new customers requesting Labcorp's products and services
Work in multiple databases to research complex issues and questions
Notify clients of test results in a timely and accurate manner
Review test forms for accuracy and report any discrepancies
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

Benefits

Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

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