ZRL Customer Service Specialist - Medical and Lab Liaison
Zoetis
12 hours ago
On-site
Louisville, KY
Operations
Customer Service Specialist - Medical and Lab Liaison
Onsite (Louisville, KY or Mukilteo, WA); U.S. remote considered (travel required).
Job Duties:
- Intake and triage of escalated customer inquiries; determine best course of action
- Resolve lab/medical problem samples
- Understand core lab activities to provide immediate responses to customers and colleagues
- Provide in-depth medical/technical knowledge on services and products for complex inquiries
- Resolve complex medical customer service issues; escalate to medical team when appropriate
- Serve as a knowledge resource for Customer Service and assist CSRs with questions about core lab activities
- Collaborate with internal departments (e.g., technical support, Medical, Lab Operations, Customer Master Data, Billing) to resolve issues
- Communicate with customers and colleagues; provide progress updates
- Analyze customer issues to identify underlying causes and prevent recurrence (including client education)
- Identify trends/patterns in customer feedback and provide improvement insights
- Collaborate with Lab, Medical, and Operations teams; submit feedback/suggestions for process improvements via QIT
- Document interactions and track progress
- Evaluate/improve the interaction between Customer Service and the lab to create a cohesive workflow
- Review MediaLab processes and SOPs to create Knowledge Articles
- Complete additional duties as needed
Education/Experience (Required):
- Minimum 3 years experience in a veterinary medical setting (experience in laboratory diagnostics is a plus)
- Broad clinical knowledge and understanding of medical diagnostic testing (veterinary diagnostic testing knowledge strongly preferred)
- MLT/MT/RVT/LVT/CVT/CLS (preferred)
Preferred Qualifications:
- Strong understanding of customer service principles/best practices
- 2+ years in a customer-facing role
- LIS (LabDAQ) experience (plus)
- Salesforce experience (plus)
Technical Skills Required:
- Problem solving/troubleshooting complex problems
- Stakeholder collaboration
- Excellent written and verbal communication (great on the phone)
- Proficient with computer software (including Microsoft Office Suite) and ability to resolve software issues
- Flexible/adaptable
- Excellent organization and time management; ability to balance multiple priorities
- Organized, timely follow-up on requests; work well with internal stakeholders
- Sense of urgency; high energy/enthusiasm
- Thoughtful, timely decision-making
Physical Requirements:
- Ability to sit/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); U.S. remote considered (travel required).
Job Duties:
- Intake and triage of escalated customer inquiries; determine best course of action
- Resolve lab/medical problem samples
- Understand core lab activities to provide immediate responses to customers and colleagues
- Provide in-depth medical/technical knowledge on services and products for complex inquiries
- Resolve complex medical customer service issues; escalate to medical team when appropriate
- Serve as a knowledge resource for Customer Service and assist CSRs with questions about core lab activities
- Collaborate with internal departments (e.g., technical support, Medical, Lab Operations, Customer Master Data, Billing) to resolve issues
- Communicate with customers and colleagues; provide progress updates
- Analyze customer issues to identify underlying causes and prevent recurrence (including client education)
- Identify trends/patterns in customer feedback and provide improvement insights
- Collaborate with Lab, Medical, and Operations teams; submit feedback/suggestions for process improvements via QIT
- Document interactions and track progress
- Evaluate/improve the interaction between Customer Service and the lab to create a cohesive workflow
- Review MediaLab processes and SOPs to create Knowledge Articles
- Complete additional duties as needed
Education/Experience (Required):
- Minimum 3 years experience in a veterinary medical setting (experience in laboratory diagnostics is a plus)
- Broad clinical knowledge and understanding of medical diagnostic testing (veterinary diagnostic testing knowledge strongly preferred)
- MLT/MT/RVT/LVT/CVT/CLS (preferred)
Preferred Qualifications:
- Strong understanding of customer service principles/best practices
- 2+ years in a customer-facing role
- LIS (LabDAQ) experience (plus)
- Salesforce experience (plus)
Technical Skills Required:
- Problem solving/troubleshooting complex problems
- Stakeholder collaboration
- Excellent written and verbal communication (great on the phone)
- Proficient with computer software (including Microsoft Office Suite) and ability to resolve software issues
- Flexible/adaptable
- Excellent organization and time management; ability to balance multiple priorities
- Organized, timely follow-up on requests; work well with internal stakeholders
- Sense of urgency; high energy/enthusiasm
- Thoughtful, timely decision-making
Physical Requirements:
- Ability to sit/stand for extended periods
- Ability to bend, stoop, or crouch
- Ability to lift 30 lbs
- Ability to talk on the phone for extended periods