Customer Service Support Representative at Fortrea in Albany NY

Summary: Labcorp is seeking an on-site Customer Service Representative to join their team in Albany, NY. The role involves acting as a liaison between Labcorp and its customers, resolving requests, and providing information and education to customers about Labcorp's products and services. Responsibilities: - Act a liaison between Labcorp, the customer base and patients - Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet - Speak with customers in a courteous, friendly, and professional manner using protocol procedures - Inquire, clarify, and confirm customer requirements and understanding of the solution - Provide additional customer education and information as needed - Qualify and establish inbound new customers requesting Labcorp's products and services - Work in multiple databases to research complex issues and questions - Notify clients of test results in a timely and accurate manner - Review test forms for accuracy and report any discrepancies - Participate in activities designed to improve customer satisfaction and business performance - Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance Required Qualifications: - High School Diploma or equivalent - 3 months or more of customer service experience Preferred Qualifications: - Associate's degree - 3 months or more of contact center or call center environment - 3 months or more of healthcare industry experience, such as a physician's office or a hospital - Bilingual in Spanish - Proficient with Microsoft Office programs - Experience with Salesforce.com and/or Laboratory Information Systems - Possess a high level of professionalism and a strong customer service orientation - Ability to work independently and within a team environment - High level of attention to detail with the ability to prioritize and multitask - Ability to work in a fast paced production environment and meet established turn-around times - Strong communication skills; both written and verbal - Ability to handle the physical requirements of the position - Flexibility to work overtime or other shifts depending on business needs Required Skills: Customer Service, Microsoft Office, Salesforce.com, Laboratory Information Systems, Healthcare Industry Experience, Customer Service Orientation, Bilingual Spanish Benefits: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement, Employee Stock Purchase Plan