Client Services Specialist
September 7
🏡 Remote – New York
Description
• Respond and manage inquiries from patients, health care professionals, physicians and patient advocates • Evaluate incoming orders, ensure data accuracy and generate cases for resolution when needed • Create customer accounts and set up providers and delegates in DELFI’s provider portal • Fulfill initial customer kit orders and replenish supplies to meet customer demand • Partner with lab personnel to resolve sample processing issues and notify customers as appropriate • Document core customer communication in Salesforce.com • Provide omnichannel support to our customers via Salesforce.com • Identify opportunities for process improvements throughout the life cycle of an order, and elevate to manager
Requirements
• 3 years customer-facing experience in Diagnostics, Life Sciences or the Medical Device Industry • 2 years experience working in a HIPAA and CLIA regulated environment • Proficiency using Salesforce CRM • Excellent written and verbal communication skills • Experience working in an environment with defined SLAs and KPIs • Experience providing omni-channel customer support (i.e. phone, email, portal) • Demonstrated ability to work well independently ensuring our customers receive continuity in service • Background in life sciences through schooling or work experience • Bachelor's degree (Preferred) • Recent exposure to working in a start-up environment (Preferred) • Prior experience in a Client Service Lead role, assisting with on-boarding and training (Preferred)
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