Customer Advocate I

NeoGenomics Laboratories•Fort Myers, FL

4d•Onsite

About The Position

NeoGenomics is looking for a Customer Advocate I within the Client Services department in our Fort Myers, FL location who wants to continue to learn in order to allow our company to grow. This role receives and initiates telephone calls to/from NeoGenomics customers and sales representatives, including but not limited to: Reporting test results accurately to the appropriate person, Adding/Canceling tests, Providing specimen requirements and Researching test availability, Providing testing fees, Basic problem solving, Ordering supplies, Pending list review, Solid understanding of logistics, Triage calls and forward to the correct individual/department. Resolves all client and case concerns in a timely manner. Finds resolutions and follow through until the incident is complete. Provides results to clients in accordance with department SOPs. Ensures the privacy and confidentiality of all communications. Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments. Documents all phone calls and emails in SalesForce.com. Provide appropriate and timely follow up with clients. Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times. Assists with identifying client trends for critical issues to Management and Sales. Assist in making all necessary communications to clients within the defined region and fully understands the impact of these actions to patient care.

Requirements

High School Diploma or equivalent
Minimum one (1) year of experience equivalent to working in Customer Service preferred
Excellent typing and data entry skills
Proficient with MS Office programs and database management
Experience handling multiple projects
Highly focused on service orientation
Strong organizational skills, attention to detail, and follow-up skills
Ability to maintain production and quality standards in a dynamic environment

Nice To Haves

Additional training in a medical or call center environment preferred

Responsibilities

Receives and initiates telephone calls to/from NeoGenomics customers and sales representatives
Reports test results accurately to the appropriate person
Adds/Cancels tests
Provides specimen requirements and researches test availability
Provides testing fees
Performs basic problem solving
Orders supplies
Reviews pending lists
Demonstrates solid understanding of logistics
Triage calls and forwards to the correct individual/department
Resolves all client and case concerns in a timely manner, finding resolutions and following through until the incident is complete
Provides results to clients in accordance with department SOPs, ensuring the privacy and confidentiality of all communications
Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments
Documents all phone calls and emails in SalesForce.com
Provides appropriate and timely follow up with clients
Improves department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times
Assists with identifying client trends for critical issues to Management and Sales
Assists in making all necessary communications to clients within the defined region and fully understands the impact of these actions to patient care
May provide evening or weekend afterhours on-call coverage as needed