Customer Care Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and track orders and cases from initiation to finalization.

• Guarantee prompt resolutions and maintain clear communication with clients.

• Conduct outbound communications with physician offices via phone, fax, email, and other methods to address order-related issues.

• Handle incoming calls, resolve customer inquiries, and deliver comprehensive support.

• Work in collaboration with Sales to anticipate client needs, stimulate growth, and strengthen customer loyalty.

• Gather and analyze customer feedback and market trends.

• Create actionable plans for ongoing improvement and communicate insights with relevant teams.

⛳️ Requirements

• A bachelor's degree (B.A. or B.S.) is preferred; equivalent experience may be accepted in place of the educational requirement.

• A minimum of 2 years of experience in customer service in healthcare, biotech, or laboratory environments; experience in oncology is preferred.

• Knowledge of effective practices for order and case management.

• Experience with CRM tools, preferably Salesforce.

• Excellent organizational and time-management capabilities.

• Strong analytical skills to assess data, trends, and customer feedback.

• Exceptional interpersonal skills, including active listening, empathy, and problem-solving abilities.

• Proven track record in managing orders and cases with outstanding performance outcomes.

• Ability to adapt to changing business requirements and industry trends.

• Expertise in collaborating with a Sales team to foster growth and enhance customer retention.

• Must either demonstrate or develop a thorough understanding of PHI protection.

• Must comply with HIPAA standards and established laboratory protocols.

🏝️ Benefits

• Competitive salary and benefits package.

• Potential for additional discretionary bonuses/incentives.

• Possible availability of restricted stock units.

• Opportunities for career advancement.

• Commitment to an inclusive workforce and workplace.