Customer Advocate I

Jobvite, Inc.; Carlsbad (CA); On-site; USD 38,000 - 48,000; Full time

Job summary

NeoGenomics seeks a Client Advocate I in the Client Services department to manage the regional client base and serve as the contact for regional sales reps, delivering excellent service and troubleshooting case delays.

This entry-level role requires strong communication, ability to handle multiple tasks, and willingness to work Monday–Friday with occasional after-hours coverage; physical requirements include lift up to 15 pounds.

Qualifications

• High School Diploma or equivalent; medical or call center training preferred
• At least 1 year of experience in customer service
• Excellent typing and data entry skills
• Proficient with MS Office programs
• Strong organizational skills and follow-up abilities

Responsibilities

• Manage the client base within the region and serve as the point of contact for regional sales representatives
• Provide excellent customer service to internal and external customers and troubleshoot case delays
• Report test results, add/cancel tests, and provide specimen requirements
• Document calls and emails in Salesforce.com and ensure timely follow-up
• Improve department quality by monitoring service levels and reducing wait times
• Assist in communicating with clients in the region and understand impact on patient care
• Stand, sit, walk, bend, reach, and lift up to 15 pounds; may provide after-hours coverage

Skills

Typing

Data entry

MS Office

Customer service

Organizational skills

Communication skills

Education

High School Diploma or equivalent

Tools

Salesforce

Job description

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have engaged employee resource groups. Come join the Neo team and be part of our outstanding World Class Culture!

NeoGenomics is looking for a Client Advocate I within the Client Services department in our Fort Myers, FL, Aliso Viejo, or Carlsbad CA location who wants to continue to learn in order to allow our company to grow.

Shift: Monday - Friday, 8:00am - 4:30pm with Saturday rotation

Now that you know what we’re looking for in talent, let us tell you why you’d want to work at NeoGenomics: As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world’s leading cancer reference laboratory.

Position Summary

The Client Advocate I assists with managing the client base within their respective region and serves as the point of contact for their regional sales representatives; providing excellent customer service to all internal and external customers. You will obtain client updates and troubleshoot case delays within the laboratory. This is the entry level in the Client Service organization and employees perform the full range of customer service activities.

Core Responsibilities

This role receives and initiates telephone calls to/from NeoGenomics customers and sales representatives, including but not limited to:

• Reporting test results accurately to the appropriate person
• Adding/Canceling tests
• Providing specimen requirements and Researching test availability
• Providing testing fees
• Basic problem solving
• Ordering supplies
• Pending list review
• Solid understanding of logistics
• Triage calls and forward to the correct individual/department
• Resolves all client and case concerns in a timely manner. Finds resolutions and follow through until the incident is complete
• Provides results to clients in accordance with department SOPs. Ensures the privacy and confidentiality of all communications
• Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments
• Documents all phone calls and emails in SalesForce.com
• Provide appropriate and timely follow up with clients
• Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times
• Assists with identifying client trends for critical issues to Management and Sales
• Assist in making all necessary communications to clients within the defined region and fully understands the impact of these actions to patient care
• Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds
• May provide evening or weekend afterhours on-call coverage as needed

Experience, Education, and Qualifications:

• Education: High School Diploma or equivalent. Additional training in a medical or call center environment preferred
• Experience: You will need minimum one (1) years of experience equivalent to working in Customer Service preferred
• Excellent typing and data entry skills
• Proficient with MS Office programs and database management
• Experience handling multiple projects
• Highly focused on service orientation
• Strong organizational skills, attention to detail, and follow-up skills
• Environment is a dynamic environment and maintain production and quality standard s