Customer Care Specialist — Lab Services

College of American Pathologists (CAP); Winnetka (IL); On-site; USD 33,000 - 41,000; Full time

Job summary

College of American Pathologists (CAP) is seeking a Contact Center Agent to provide front-line service to CAP customers and members from the Northfield area. You will resolve inquiries about CAP services and products via multiple channels with limited supervision, using your knowledge of CAP offerings and tools.

You will utilize SCORES, SharePoint, Salesforce, Talkdesk, CAP website, Word, Excel and Outlook to research issues, document transactions, and escalate when needed.

Qualifications

• Excellent verbal and written communication skills.
• High level of tact and discretion.
• Able to exercise independent judgment.

Responsibilities

• Receive, investigate, and resolve customer inquiries from phone, fax, written correspondence and email about CAP services and products.
• Respond to customers using their preferred communication method (phone, fax, written correspondence, or email).
• Maintain accurate records of transactions and develop knowledge of new CAP products.

Skills

Verbal and written communication

Tact and discretion

Independent judgment

Education

College graduate preferred

Computer and communication courses

Tools

SCORES

SharePoint

Salesforce

Talkdesk

CAP website

Word

Excel

Microsoft Outlook

Job description

College of American Pathologists (CAP) is seeking a Contact Center Agent to provide front-line service to CAP customers and members from the Northfield area. You will resolve inquiries about CAP services and products via multiple channels with limited supervision, using your knowledge of CAP offerings and tools.

You will utilize SCORES, SharePoint, Salesforce, Talkdesk, CAP website, Word, Excel and Outlook to research issues, document transactions, and escalate when needed.