Job Description
Position Summary
A Customer Success Advocate (CSA) answers incoming customer phone calls and follows company policies to solve customer issues. The CSA will determine who else at Caris may help solve more complicated questions. The CSA provides the service necessary for customer needs to be met. As the first point of contact for many customers’ questions or concerns, the CSA provides accurate and helpful information to ensure customer satisfaction.
Job Responsibilities
- Meets all deliverables and goals set by department.
- Meets all regulatory agency requirements as they pertain to job function.
- Answers incoming customer phone calls and takes appropriate action for each call according to Caris SOPs.
- Maintains customer satisfaction by maintaining a friendly, professional, and positive communication style.
- Maintains current knowledge of Caris products and services.
- Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input or information from another Caris department. Escalates issues quickly and professionally.
- Accurately records call details and takes action in the Caris LIS.
- Builds strong customer relationships through client focus, professional demeanor, reliability and responsiveness.
- Professionally communicates with various internal team members including laboratory operations, pathologists, clinicians and other integral departments, as needed, to facilitate customer needs.
- Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data.
- Assists as needed to perform other related duties and special projects as assigned by management.
Required Qualifications
- High School diploma or equivalent required.
- One to three years of experience in a customer support role where deductive reasoning is necessary and strong evidence of related service skill sets are required.
- Knowledge of HIPAA provisions and importance of privacy of patient data.
- Experience with both hands-on and phone based support of PC based hardware, Windows operating systems, and productivity software.
- Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening and reference verification.
Preferred Qualifications
- Bachelor’s degree preferred.
Physical Demands
- Will work at a computer a majority of the time.
- Must possess ability to sit and/or stand for long periods of time.
- Must possess ability to perform repetitive motion.
- Ability to lift up to 30 pounds.
Required Training
- All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.
Other
- This position may require periodic travel and some evenings, weekends and/or Holidays.
Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.
This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
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