ZRL Customer Service Specialist – Medical and Lab Liaison

Zoetis•Louisville, KY

11d•Onsite

About The Position

Customer Service Specialist – Medical and Lab Liaison Onsite - Louisville, KY Summary: The Customer Service Specialist – Medical and Lab Liaison serves as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support. The Liaison has advanced knowledge of laboratory diagnostics and acts as a key contact for our customers (veterinarians and veterinary staff). The role is responsible for providing comprehensive support for customer inquiries related to lab results, testing process or requirements. Job Duties: Intake and triage of escalated customer inquiries including understanding the issue and determining the best course of action Actively work and resolve lab/medical problem samples Understand core lab activities to provide immediate responses to customers and colleagues Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries from Customer Service Address and resolve the majority of complex medical customer service inquiries or issues and escalate to the medical team for additional support when appropriate Act as a knowledge resource for Customer Service, directly assisting CSRs with questions about core lab activities Work with various departments within the organization, such as technical support, Medical, Lab Operations, Customer Master Data, Billing, etc. to resolve customer issues. Communicate effectively with customers and colleagues, keeping them informed of the progress and providing updates Analyze customer issues to identify the underlying causes and prevent them from recurring including client education Identify trends and patterns in customer feedback and provide valuable insights for improvement Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements via QIT submissions Document all interactions with customers and track the progress of efforts Evaluate and improve the interaction between Customer Service and the lab to create a cohesive workflow Review MediaLab processes and SOPs from different labs to create Knowledge Articles, enhancing Customer Service's understanding of lab processes Complete additional duties as needed

Requirements

Minimum 3 years experience in veterinary medical setting required (experience in laboratory diagnostics a plus)
MLT, MT, RVT, LVT, CVT or CLS Preferred
Broad clinical knowledge and an understanding of medical diagnostic testing experience are required (veterinary diagnostic testing knowledge strongly preferred)
Strong understanding of customer service principles and best practices.
2+ years’ experience in a customer-facing role
Problem Solving: Troubleshooting complex problems and finding solutions
Stakeholder Collaboration: Ability to work with multiple stakeholders and resources to find the best outcome for the customer
Excellent written and verbal communication skills. Great on the phone!
Clear and concise communicator
Proficient in computer software, including Microsoft Office Suite, and technology and ability to resolve complex software issues
Flexible and Adaptable: Comfort with unanticipated changes of direction or approach
Excellent organizational and time management skills
Ability to balance multiple priorities
Organized, timely follow-up on internal and external requests, works well with internal stakeholders to meet commitments
Acts with a sense of urgency, high energy, and enthusiasm
Makes thoughtful and timely decisions that keep the organization moving forward
Ability to sit or stand for extended periods of time
Ability to bend, stoop or crouch
Ability to lift 30lbs
Ability to talk on the phone for extended periods of time

Nice To Haves

LIS (LabDAQ) experience a plus
Salesforce experience a plus

Responsibilities

Intake and triage of escalated customer inquiries including understanding the issue and determining the best course of action
Actively work and resolve lab/medical problem samples
Understand core lab activities to provide immediate responses to customers and colleagues
Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries from Customer Service
Address and resolve the majority of complex medical customer service inquiries or issues and escalate to the medical team for additional support when appropriate
Act as a knowledge resource for Customer Service, directly assisting CSRs with questions about core lab activities
Work with various departments within the organization, such as technical support, Medical, Lab Operations, Customer Master Data, Billing, etc. to resolve customer issues.
Communicate effectively with customers and colleagues, keeping them informed of the progress and providing updates
Analyze customer issues to identify the underlying causes and prevent them from recurring including client education
Identify trends and patterns in customer feedback and provide valuable insights for improvement
Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements via QIT submissions
Document all interactions with customers and track the progress of efforts
Evaluate and improve the interaction between Customer Service and the lab to create a cohesive workflow
Review MediaLab processes and SOPs from different labs to create Knowledge Articles, enhancing Customer Service's understanding of lab processes
Complete additional duties as needed