• Lead Customer Care Specialist

    Job Locations US-WI-Madison
    Req No.
    2019-3575
    Category
    Customer Support
    Type
    Regular Full-Time
  • Summary of Major Responsibilities

    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.  Current available shifts include:  

      • Mon-Fri 1:30-10pm
      • Mon-Fri 9:30-6pm
      • Sun-Thu 8-4:30 
      • Tue-Sat 10:30-7pm

    Essential Duties and Responsibilities

    • Answers and responds to incoming calls and other inbound contacts, as needed.
    • Provides escalating support to Customer Care Team, 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.
    • 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.
    • Support and comply with the company’s Quality Management System policies and procedures
    • Conducts themselves in a professional manner in all interactions with employees of Exact Sciences, patients, providers and other clients
    • Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
    • Ability to stay focused on a task and work independently.
    • Meets standards for production and accuracy within 6 months of start date in role.
    • Performs all job duties according to Contact Center policies and procedures in a timely and productive manner.
    • Demonstrated knowledge of customer service principles and practices.
    • Knowledge of contact center operations including training and performance monitoring.
    • Disciplined, self-motivated & reliable; motivated to perform quality work.
    • 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.
    • Excellent verbal and written English communication skills.
    • Completes other duties as assigned.
    • Regular and reliable attendance; reports to work on time and follows attendance guidelines.
    • Ability to work overtime as needed,
    • Ability to work designated schedule which may include nights and/or weekends,
    • 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.
    • Ability to work in front of a computer screen and/or perform typing for approximately 50% of a typical working day.

    Qualifications

    Minimum Qualifications:

    • High School diploma or GED.
    • 5+ years of customer service experience with demonstrated exceptional customer experience, preferable in inbound/outbound contact center in the healthcare industry.
    • Must be 18 years of age or older
    • Authorization to work in the United States without sponsorship.

     Preferred Qualifications:

    • Some college course work.
    • Previous work in a laboratory environment.
    • Knowledge of contact center telephony and technology.
    • Demonstrates initiative and willingness to continuously improve processes.

    #LI-JS1

    We are 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. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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