Customer Support (on-site)
We exist to improve lives. We improve lives by increasing the value of drug testing through educating our clients, the public, and the scientific community on oral fluid and meconium testing. We improve lives by providing fast, accurate results and backing up those results with best-in-class technology and professionally trained scientists.
We are accurate, friendly, passionately dedicated, customer focused, and we find better ways.
As a Customer Support Representative at FFL, you will:
- build solid relationships with customers and other departments creating an environment of trust as measured by customer surveys and reviews.
- manage daily outbound calls for High Positives, Unanticipated Finds, and other Reporting exceptions.
- place pro-active calls to customers when incoming call volumes are low.
- maintain and operate within process boundaries to successfully troubleshoot customer issues while understanding limitations.
- answer and direct calls, interpret lab reports, enter orders, reset passwords, and conduct customer welcome calls (within the first 30 to 60 days of your start).
- master all technical systems including LIMS (laboratory information management system), Salesforce, VoIP phone, intranet, and MS Office (in 90 days of your start). Use LIMS to look up test results and place orders.
- prioritize and track tasks to resolve issues daily; return all calls and emails within 24 hours.
- accurately maintain customer files in Salesforce (customer inquiries, comments, complaints, and actions taken).
- collaborate with other departments to gain clear understanding of the information and translate the information for coherent communication to all audiences.
- conduct webinars for customers on proper collection techniques, submission of samples, web-based forms, web portal, and Randomization.
- contribute to improvements in customer support processes to increase customer satisfaction (target – six months after hire).
- always maintain HIPAA confidentiality.
How will you impact the company?
- You provide great support to team members, ensuring our Customer Support Team is the best.
- You drive organizational activities for better efficiency.
- You focus on high quality, accurate work to meet the customer’s expectations.
- You create a culture of success, high performance, and happiness.
What valuable experience and skills will you bring to the table?
- You have earned bachelor’s degree (healthcare, science, or related field preferred).
- You have a minimum of three (3) years of progressive growth in responsibility working in a health care or medical customer support environment.
- You possess experience working with medical practices to understand clinical and administrative workflows.
- Your strong background in LIMS, Salesforce, Electronic Medical Records (EMR), and MS Office, preferred.
- You succeed working in a fast-paced, detail-oriented, collaborative environment.
What do we offer you?
- A competitive salary, a complete benefit package including 401(k) with company match, and more.
- To be a driver of our vibrant and intentional culture by participating on our Duck Squad.
- The role of a vital participant in our business model run on the EOS (Entrepreneurial Operating System).
Is FFL the place for you? We welcome your resume. Please submit here.