ZRL Customer Service Specialist - Medical and Lab Liaison
Zoetis
5 months ago
On-site
Louisville, KY
Operations
Customer Service Specialist - Medical and Lab Liaison
Onsite - Louisville, KY or Mukilteo, WA
Summary:
- Serves as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support.
- Uses advanced knowledge of laboratory diagnostics and serves as a key contact for customers (veterinarians and veterinary staff) for lab results and testing process/requirements.
Job Duties:
- Intake and triage escalated customer inquiries; determine best course of action.
- Actively work and resolve lab/medical problem samples.
- Understand core lab activities to provide immediate responses to customers and colleagues.
- Provide in-depth medical and technical knowledge on services/products to address complex inquiries.
- Resolve the majority of complex medical customer service inquiries; escalate to the medical team when appropriate.
- Serve as a knowledge resource for Customer Service and assist CSRs with core lab activity questions.
- Coordinate with internal departments (e.g., technical support, Medical, Lab Operations, Customer Master Data, Billing) to resolve customer issues.
- Communicate effectively with customers and colleagues; provide progress updates.
- Analyze customer issues to identify root causes and prevent recurrence (including client education).
- Identify trends/patterns in customer feedback and provide improvement insights.
- Collaborate with Lab, Medical, and Operations teams; provide process improvement suggestions via QIT submissions.
- Document interactions and track progress.
- Evaluate and improve Customer Service–lab interaction/workflow.
- Review MediaLab processes and SOPs to create Knowledge Articles.
- Complete additional duties as needed.
Education/Experience:
- Minimum 3 years experience in a veterinary medical setting (laboratory diagnostics experience a plus).
- Broad clinical knowledge and understanding of medical diagnostic testing (veterinary diagnostic testing strongly preferred).
Preferred Qualifications:
- MLT, MT, RVT, LVT, CVT, or CLS.
- Strong understanding of customer service principles and best practices.
- 2+ years in a customer-facing role.
- LIS (LabDAQ) experience (plus).
- Salesforce experience (plus).
Technical Skills Required:
- Problem solving/troubleshooting complex issues.
- Stakeholder collaboration to find best outcomes.
- Excellent written and verbal communication (strong phone communication).
- Proficient with computer software (including Microsoft Office Suite) and ability to resolve complex software issues.
- Flexible/adaptable; comfortable with changing direction.
- Excellent organizational and time management skills; ability to balance multiple priorities.
- Timely follow-up on internal/external requests.
- Sense of urgency, high energy, enthusiasm; thoughtful and timely decision-making.
Physical Position Requirements:
- Ability to sit or stand for extended periods.
- Ability to bend, stoop, or crouch.
- Ability to lift 30 lbs.
- Ability to talk on the phone for extended periods.
Onsite - Louisville, KY or Mukilteo, WA
Summary:
- Serves as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support.
- Uses advanced knowledge of laboratory diagnostics and serves as a key contact for customers (veterinarians and veterinary staff) for lab results and testing process/requirements.
Job Duties:
- Intake and triage escalated customer inquiries; determine best course of action.
- Actively work and resolve lab/medical problem samples.
- Understand core lab activities to provide immediate responses to customers and colleagues.
- Provide in-depth medical and technical knowledge on services/products to address complex inquiries.
- Resolve the majority of complex medical customer service inquiries; escalate to the medical team when appropriate.
- Serve as a knowledge resource for Customer Service and assist CSRs with core lab activity questions.
- Coordinate with internal departments (e.g., technical support, Medical, Lab Operations, Customer Master Data, Billing) to resolve customer issues.
- Communicate effectively with customers and colleagues; provide progress updates.
- Analyze customer issues to identify root causes and prevent recurrence (including client education).
- Identify trends/patterns in customer feedback and provide improvement insights.
- Collaborate with Lab, Medical, and Operations teams; provide process improvement suggestions via QIT submissions.
- Document interactions and track progress.
- Evaluate and improve Customer Service–lab interaction/workflow.
- Review MediaLab processes and SOPs to create Knowledge Articles.
- Complete additional duties as needed.
Education/Experience:
- Minimum 3 years experience in a veterinary medical setting (laboratory diagnostics experience a plus).
- Broad clinical knowledge and understanding of medical diagnostic testing (veterinary diagnostic testing strongly preferred).
Preferred Qualifications:
- MLT, MT, RVT, LVT, CVT, or CLS.
- Strong understanding of customer service principles and best practices.
- 2+ years in a customer-facing role.
- LIS (LabDAQ) experience (plus).
- Salesforce experience (plus).
Technical Skills Required:
- Problem solving/troubleshooting complex issues.
- Stakeholder collaboration to find best outcomes.
- Excellent written and verbal communication (strong phone communication).
- Proficient with computer software (including Microsoft Office Suite) and ability to resolve complex software issues.
- Flexible/adaptable; comfortable with changing direction.
- Excellent organizational and time management skills; ability to balance multiple priorities.
- Timely follow-up on internal/external requests.
- Sense of urgency, high energy, enthusiasm; thoughtful and timely decision-making.
Physical Position Requirements:
- Ability to sit or stand for extended periods.
- Ability to bend, stoop, or crouch.
- Ability to lift 30 lbs.
- Ability to talk on the phone for extended periods.