Specialist, Call Center Customer Service

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Position Title: Specialist, Call Center Customer Service 

Division: Client Services 

FLSA: Exempt 

Reports to: Client Services Manager 

 

Summary           

 

Do you know how to create a welcoming environment for Customers? Are you looking for full time work? Enjoy working in a team environment? Are you challenged by a fast paced work place? Are you passionate about dedicating your work to enriching people’s lives? Then you belong at DNA Diagnostics Center! DDC is growing rapidly, and our customers need fast and accurate solutions for their life-changing challenges and questions related to paternity or other family relationships.

The Call Center Customer Service Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to anyone with whom they interact. Operating with accuracy and integrity, the Specialist minimizes errors and maximizes efficiency. Call Center Customer Service Specialists are communication conduits who help ensure that the needs of the client are met. The successful Specialist is genuinely excited about helping people. They are passionate about communicating in a professional manner with warmth, empathy and patience. They are also skilled listeners who are sensitive to other’s needs and drive client satisfaction.

 

General Topics

  • The Call Center Customer Service Specialist is an integral part of the Client Services team and is a key contributor to DDC’s service culture. As “the face” of DDC the Call Center Customer Service Specialist plays a critical role in client’s first and last impression of our organization and sets the standard for the professionalism, efficiency and competency our clients should expect throughout their relationship with us
  • The Call Center Customer Service Specialist must have a broad understanding of the operational and informational flow within DDC, and effectively coordinate action to ensure appropriate and timely use of resources. Specialists must be natural problem solvers and be able to anticipate needs, proactively working to remove obstacles and ensure a seamless experience for all parties. They should have the ability to troubleshoot and resolve client concerns or be able to escalate them to others in a timely and concise manner
  • The Call Center Customer Service Specialist connects with our valued and diverse clients to provide a personalized experience; rapidly evaluates each situation and interacts with clients in an appropriate and supportive manner to ensure that all their questions are answered, and all of their needs are met
  • The Call Center Customer Service Specialist models and delivers an exceptional client experience with all parties in accordance with DDC service standards

 

Responsibilities

  • Coordinates the client workflow: engages clients via phone, email & Text, capturing accurate account information and offering assistance. Closes the client workflow with payment, appointment scheduling and required documentation
  • Ensures all authorizations, consent forms, deposits and important client contact information updates are completed
  • Creates, produces and distributes reminders to clients for schedules and/or confirms appointments, as needed
  • Communicates effectively with all parties, varying communication method and style as appropriate to deliver detailed information to all constituents (internal and external)
  • Positively impacts operational efficiency by adhering to scheduling and appointment protocols; takes initiative to ensure service schedules have appropriate information and flow is monitored.
  • Possesses the aptitude to quickly acquire knowledge and apply it
  • Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Quickly understand and analyze customer needs
  • Clearly explain professionally to promote DDC’s products and services; Provide customers with product and service information
  • Collaborate and work effectively with others
  • Ability to cope with difficult customer situations
  • Results driven and able to maintain and sustain Company goals
  • Takes initiative to help team members when needed
  • Adhere to compliance regulations and policies
  • Ability to work independently and self-motivate
  • Able to research required information using available resources
  • Find solutions to resolve customer issues; identify and escalate priority issues when necessary
  • Perform other related duties and tasks as assigned or as become evident

 

Skills

  • High School/GED Diploma required; Associates or Bachelor’s Degree preferred
  • Four (4) to five (5) years previous experience in Call Center or Customer Service
  • Computer literacy in Microsoft Word, Excel, Outlook and Adobe Acrobat
  • Excellent communication, customer service, interpersonal, and typing skills
  • High degree of accuracy and strong attention to detail
  • Good problem solving skills and follow through are required
  • Strong planning, organizational, time, and project management skills are required
  • Demonstrated ability to work cross-functionally
  • Knowledge of good record keeping requirements is a plus
  • Self-motivated and the ability to work with minimal supervision; must also be able to work as part of a team
  • Proven ability to interact with all organizational levels is essential
  • Ability to manage multiple tasks and remain flexible to changing priorities
  • Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality

 

Confidentiality

Due to the sensitive nature of our business, it is imperative that each Team Member is of high integrity and able to keep work-related issues confidential

DNA DIAGNOSTICS CENTER INC is an EEO employer - M/F/Vets/Disabled
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