Lead Customer Care Specialist

The Lead Customer Care Specialist performs the functions of their position under the guided direction of the Customer Care Supervisor. The Lead Customer Care Specialist provides support to the Exact Sciences Laboratories Customer Care Center. In this leadership position the Lead Customer Care Specialist supports the mission and vision of Exact Sciences Laboratories and along with the Customer Care Supervisors and Managers shares the responsibility of ensuring the Customer Care Center operates effectively. The Lead Customer Care Specialist will follow all laboratory and Customer Care Center policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling.

• Answers and responds to incoming calls and other inbound contacts, as needed.
• Provides escalating support to Customer Care Associates, providing mentoring and coaching to the Customer Care Center employees as needed and monitoring associates to ensure incoming and outgoing phone and other contacts are addressed according to Company goals.
• Support the management of daily workload execution in order to meet service level goals.
• Documents all information according to standard operating procedures.
• Ensures familiarity with relevant guidelines and policies for medical devices.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Provides escalation support to Customer Care Associates.
• Ability to perform all essential responsibilities of the Customer Care Associate and perform them as directed.
• Researches required information using available resources.
• Provides customers with product and service information.
• Recommends changes to ensure high quality customer service.
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
• Meets standards for production and accuracy within 6 months of start date.
• Reports to work on time, and follows attendance guidelines.
• Conducts all assigned job duties in a timely and productive manner.
• Performs all job duties according to Contact Center policies and procedures.
• Completes other duties as assigned.

Mandatory Skills & Qualifications:

• Must be 18 years of age or older and legally authorized to work in the United States.
• Excellent verbal and written English communication skills.
• Demonstrated knowledge of customer service principles and practices.
• Knowledge of contact center operations including training and performance monitoring.
• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients and associates.

Necessary Education & Experience:

• High School diploma or GED.
• Four or more years of customer service experience, preferable in inbound/outbound contact center in the healthcare industry.
• Previous work in a contact center within the health care industry is preferred but appropriate contact center experience in other fields may be considered.
• Demonstrated experience working in a customer service environment specialized in providing an exceptional customer experience. 

Desired Characteristics:

• Some college course work preferred but not required.
• Previous work in a laboratory environment is preferred.
• Knowledge of contact center telephony and technology.
• Excellent verbal and written Spanish communication skills.

Physical Requirements & Working Conditions:

• Ability to listen and speak on the telephone and write simultaneously.
• Ability to operate telephone system and computer keyboard and printer.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.

Exact Sciences is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. The Company’s affirmative action program is available to any applicant or employee for inspection upon request.