Customer Care Specialist

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

📋 Description

• Order Management: Effectively oversee and track orders and cases from initiation to completion, ensuring prompt resolutions and transparent communication with customers.

• Physician Outreach: Conduct proactive outreach to physician offices via phone, fax, email, and other methods to efficiently address order-related issues.

• Inbound Calls: Handle inbound calls with empathy and accuracy, resolving customer inquiries and delivering comprehensive support.

• Collaboration: Work collaboratively with the Sales team to anticipate customer requirements, foster growth, and improve customer retention through proactive solutions and positive relationships.

• Trend Analysis: Gather and evaluate customer feedback and trends to formulate actionable strategies for ongoing improvement, sharing insights with pertinent teams.

⛳️ Requirements

• A bachelor's degree (B.A. or B.S.) is preferred. Relevant experience may be taken into account in place of the educational preference.

• 2+ years of experience in customer service within the healthcare, biotech, or laboratory environments; oncology experience is highly desirable.

• Knowledge of effective order and case management practices.

• Familiarity with CRM systems, preferably Salesforce.

• Strong organizational and time-management abilities to prioritize tasks, manage multiple projects, and meet deadlines.

• Analytical skills to assess data, trends, and customer feedback, identifying opportunities for enhancement and providing data-driven insights.

• Excellent interpersonal skills, including active listening, empathy, and problem-solving capabilities.

• Demonstrated success in managing orders and cases with high-performance results.

• Ability to adapt to changing business needs and industry trends with a flexible, solution-oriented approach.

• Experience in collaborating with a Sales team to drive growth and customer retention.

• Must demonstrate or develop a thorough understanding of PHI protection, adhere to HIPAA compliance requirements, and follow established laboratory protocols.

🏝️ Benefits

• Competitive compensation and benefits.

• Inclusive workforce fostering diverse backgrounds.