DEPARTMENT SUMMARY

ALS provides lab, courier, and phlebotomy services for our local and surrounding counties, Stark, Wayne, Summit, Tuscarawas, and Holmes Counties.

PURPOSE OF POSITION

Customer Service Representative will act as a resource to the ALS team.  He/She will work directly with the ALS Customer Service Office Lead and ALS Technical Specialist to gain more business by ensuring our current clients are well maintained and happy with the services we provide.  CSR will provide feedback to the ALS team and lab leaders when necessary.

QUALIFICATIONS

High School Graduate or equivalent Customer service experience preferred 1 year of Lab Experience preferred

RESPONSIBILITIES & EXPECTATIONS

Customer Service Representative will send results to providers, take add-on requests, answer lab related questions, and transfer incoming calls to the appropriate department as needed.  He/She will assist the technical specialist with tracking and addressing quality concerns.   He/she will be expected to be friendly, helpful, use proper etiquette on the phone, be kind and have a positive attitude.

Additional responsibilities include locating orders and diagnosis codes for the registration team, dispatching calls to the courier team via the specimen tracking system, monitoring and clearing the CSM call list, placing supply orders for draw stations and clients via the Lawson system, communicating par levels for the ALS office stock, placing orders for office supplies via Office 360, monitoring and tracking supplies sent to clients and draw stations to ensure appropriate ordering practices.

SKILLS

Must be detail-oriented to products and quality. Have ability to communicate effectively. Work effectively with coworkers Strong communication skills Strong customer service skills Can troubleshoot in a professional manner Be willing to work as a team Has a strong desire to want to help others

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, identity, family status, gender, disability, or veteran status. 

WORKING CONDITIONS:

Work eight hours a day. Shift is 0600 - 1430 40 hours per week No weekends or holidays Lunch periods and breaks are coordinated with other staff members to maintain adequate departmental coverage. Cross training to all positions in the department is required. Travel maybe required.

PHYSICAL REQUIREMENTS ADDENDUM

PURPOSE:  To identify specific functions job requirements and work environment factors that could affect job performance.

 

PHYSICAL DEMANDS 

 

Never

Occasional
10-33%

Frequent
34-65%

Continuous
66% of the day

Remarks

Lifting

 

 x

 

 

 

0-10 lbs.

 

 x

 

 

 

10-20 lbs.

 

 x

 

 

 

20-35 lbs.

 x

 

 

 

 

35-50 lbs.

 x

 

 

 

 

50-75 lbs.

 x

 

 

 

 

75-100 lbs.

 x

 

 

 

 

over 100 lbs.

 x

 

 

 

 

Forward
Reaching

 

 x

 

 

 

Overhead
Reaching

 

 x

 

 

 

Standing

 

 

x 

 

 

Walking

 

 

      x

 

 

Sitting

 

 

 

x 

 

Climbing

 

 X

 

 

 

Stairs/Ladder

 

 X

 

 

 

Bending
Stooping

 

 X

 

 

 

Pushing
Pulling

 

 X

 

 

 

0-10 lbs.

 

 X

 

 

 

10-20 lbs.

 

 X

 

 

 

20-35 lbs.

 

 X

 

 

 

35-50 lbs.

 X

 

 

 

 

50-100 lbs.

 X

 

 

 

 

over 100 lbs.

 X

 

 

 

 

Grasping/repetitive
sustained

 

x 

 

 

 

Fine motor
coordination

 

 

 

 X

 

Vision: Near/Far

 

 

 

  x 

 

Hearing: ordinary
conversation/other

 

 

 

 x 

 

 

HAZARDOUS EXPOSURE CATEGORY – CATEGORY II