Bi- Lingual Customer Service Representative

Boston, MA (Waltham)

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Job Description

Customer Service Representative:

The Customer Service Representative will manage the receipt, accessioning, set-up, and documentation of all incoming laboratory samples. This will include the meticulous tracking of samples as they arrive at the lab, data entry of information into the Laboratory Information Management System (LIMS), and assisting in distribution to the lab.  The Customer Service Representative is also responsible for developing and maintaining a positive customer relationship by maintaining direct contact with customers; responding to inquiries regarding the genetic testing process; providing status on tests and addressing and resolving problems or customer concerns with a positive attitude.  In addition, the Customer Service Representative will also address shipping or invoicing problems; researching customer questions and basic concerns, and provide follow-up on issues requiring resolution. Must be a self-starter, results oriented and highly motivated.

 

MAJOR RESPONSIBILITIES AND DUTIES:

  • Receive and open sample containers
  • Enter and edit customer data in computerized LIMS
  • Label samples with lab numbers and barcodes
  • Research, troubleshoot and resolve questions regarding customer sample, via the telephone, using customer service skills and techniques
  • Mail test reports
  • Perform various clerical tasks in order to complete assigned duties (i.e., photocopying, typing, data entry, and filing
  • Monthly report development
  • Coordinating project updates with project managers to ensure consistency in month-to-month reports against the project timelines.
  • Perform other related duties as assigned.     
 

EDUCATION / EXPERIENCE:

Associates Degree or a minimum of 2+years of relevant experience.  Excellent written and verbal communication skills required.  Solid PC knowledge required.  Some familiarity with clinical laboratory testing or technical product support desirable.  Must be extremely detail oriented.  Ability to work well in a team environment. Must be fluent in conversational English and Spanish.  Previous call center experience a plus.

In addition, candidate should possess the following:

  • Familiarity of current technology to evaluate, analyze, organize, package, and present product information
  • Expertise and knowledge of how to obtain and synthesize information from various sources, including the ability to critically evaluate and filter pertinent information related to the products
  • Ability to organize and efficiently disseminate the information obtained.
  • Capable of acting independently to determine methods and procedures on new assignments.
  • Ability to maintain flexibility and is easily adaptable to continuous change.
  • Ability to interface effectively with all levels of management, both internally and externally. 
  • Requires the ability to resolve problems efficiently.

Interleukin Is An Equal Opportunity Employer

 

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