ZRL Customer Service Specialist - Medical and Lab Liaison

Role Description

Customer Service Specialist - Medical and Lab Liaison

Onsite - Louisville, KY

Summary:

The Customer Service Specialist - Medical and Lab Liaisonservesas 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 roleis responsible forproviding comprehensive support for customer inquiries related to lab results, testingprocessor requirements.

Job Duties:

• Intake and triage of escalated customer inquiries including understanding the issue anddeterminingthe best course ofaction
• Actively work and resolve lab/medical problemsamples
• Understand core lab activities to provide immediate responses to customers andcolleagues
• Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries from Customer Service
• Address and resolvethe majority ofcomplex medical customer service inquiries or issues and escalate to the medical team foradditionalsupport whenappropriate
• Act as a knowledge resource for Customer Service, directlyassistingCSRs with questions about core labactivities
• 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 providingupdates
• Analyze customer issues toidentifythe underlying causes and prevent them from recurring including clienteducation
• Identifytrends and patterns in customer feedback andprovidevaluable insights forimprovement
• Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements via QITsubmissions
• Document all interactions with customers and track the progress ofefforts
• Evaluate and improve the interaction between Customer Service and the lab to create a cohesiveworkflow
• ReviewMediaLabprocesses and SOPs from different labs to create Knowledge Articles, enhancing Customer Service's understanding of labprocesses
• Completeadditionalduties asneeded

Education/Experience:

• Minimum 3years experiencein veterinary medical settingrequired(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 arerequired(veterinary diagnostic testing knowledge strongly preferred)

Preferred Qualifications:

• Strong understanding of customer service principles and best practices.
• 2+ years' experience in a customer-facing role
• LIS (LabDAQ) experience a plus
• Salesforce experience a plus

Technical Skills Required:

• Problem Solving: Troubleshooting complex problems and findingsolutions
• Stakeholder Collaboration: Ability to work with multiple stakeholders and resources to find the best outcome for thecustomer
• 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 softwareissues
• Flexible and Adaptable: Comfort with unanticipated changes of direction or approach
• Excellent organizational and time management skills
• Ability to balance multiplepriorities
• Organized,timelyfollow-up on internal and external requests, works well with internal stakeholders to meetcommitments
• Acts with a sense of urgency, high energy, and enthusiasm
• Makes thoughtful andtimelydecisions that keep the organization movingforward

Physical Position Requirements:

• Ability to sit or stand for extended periods oftime
• Ability to bend, stoop orcrouch
• Ability to lift30lbs
• Ability to talk on the phone for extended periods oftime

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.