Customer Service Specialist

ZRT Laboratory is an internationally recognized leader in innovative and meaningful hormone and wellness testing. Health care providers and research teams worldwide use our tests, including the CDC, the NIH and many renowned universities. With 20 years of experience and results from over 10 million tests, ZRT offers a commitment to the best science and the best people, for the best in personalized home-collection tests.

The ZRT Laboratory Customer Service Specialist strives to meet the needs of and build relationships with our customers through mostly incoming contacts via phone, e-mail and other modes of communication. Customers include healthcare providers, pharmacies, patients, insurance companies and the general public.  Duties range in complexity from light administrative work to interfacing with a custom database, to discussing sensitive and complex issues with customers regarding laboratory testing, results and other related topics.

Primary Responsibilities:

Responsibilities of the Customer Service Specialist position include, but are not limited to:

  • Answer incoming calls, e-mails & faxes from customers and the general public
  • Provide accurate information to potential customers about testing services and pricing
  • Research and follow-through on customer inquiries and issues
  • Set up new customer accounts and enter orders
  • Log and notate calls and actions in appropriate areas of the database
  • Determine when calls require a transfer for additional follow-through or Manager attention
  • Understand and consistently apply ZRT Laboratory policies and procedures
  • Cross-train in other departments to enhance understanding and cooperation
  • Report customer issues and internal challenges to Customer Service Manager
  • Adhere to assigned work schedule, including shift start / end times and break and lunch periods
  • Provide notice of scheduled and unscheduled absences to Customer Service Manager as soon as the need for the absence is known
  • Follow ergonomic and safe working practices, including taking short breaks to regroup and relieve stress
  • Other duties as assigned by the Customer Service Manager or as are necessary for successful department operation

Requirements:

  • Positive “can do” attitude
  • High School Diploma or equivalent
  • Demonstrated aptitude for customer service
  • Proven ability to work independently
  • Strong interpersonal relations and conflict resolution skills
  • Attention to detail and efficiency
  • Problem-solving abilities
  • Professional oral and written communication skills
  • Intermediate knowledge of computer applications, including MS Office, database software and e-mail
  • Ability to manage time and stress effectively

Equipment Used:

  • Standard office machines including, but not limited to: computer, copier, fax, printer, multi-line telephone
  • Computer software including, but not limited to: custom database, MS Office, internet, intranet, Adobe Reader
  • Windows operating system and server network

Physical requirements:

  • Position requires the ability to sit for long periods of time, to use hands to perform a variety of repetitive tasks and to answer phones on a frequent basis
  • Position may require some bending or lifting up to 20 lbs
  • Position requires ability to manage one’s own stress and the stress of others in a positive and healthy manner

If this sounds like the right fit for you, we want to talk to you!  Please send us a cover letter and a resume to humanresources@zrtlab.com.  We promote a healthy and diverse work environment.