In-Office Pathology Services Contact Center Specialist

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

Job summary

The College of American Pathologists (CAP) seeks a Contact Center Agent to deliver frontline service to CAP customers and members. Under limited supervision, you will explain CAP products and services and resolve inquiries with accurate information.

You will use tools like SCORES, Sharepoint, Salesforce, Talkdesk, CAP website, Word, Excel, and Outlook to investigate issues, document transactions, and maintain high service levels while collaborating across teams.

Qualifications

• Front line service to CAP customers and members.
• One year experience in a service environment preferred.
• Familiarity with Microsoft Word and Windows-based tools.
• Accurate knowledge of CAP products and services.

Responsibilities

• Receive, investigate, and resolve customer inquiries originating from phone, fax, written correspondence and email, concerning all CAP services and products.
• Respond to customers using the customer’s preferred method of communication: phone, fax, written correspondence, or email.
• Have a thorough knowledge of all CAP products including but not limited to: Proficiency Testing, Laboratory Accreditation, Publications, Performance Analytics Dashboard, Membership and Education.
• Investigate and fully resolve customer/member needs using software applications, including: SCORES, Sharepoint, Salesforce, Talkdesk, CAP Web Site, the Internet, Precision, Product Dashboard, e-LAB Solutions, Word, Excel, Microsoft Outlook.
• Facilitate customers’/members’ billing inquiries, regarding pricing, invoicing, making and applying payments, credit holds, etc.
• Communicate across all lines of the organization to research and resolve customer concerns.
• Maintain accurate records of transactions.
• Develop a thorough knowledge of new products.
• Function as direct contact to select Gold Customers and establish a personal relationship to enhance their CAP experience.
• Be informed and respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.
• Be alert to customer concerns that require escalation and forward these concerns to appropriate management staff.
• Participate in special projects.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Independent judgment

Education

College graduate preferred

Tools

SCORES

Sharepoint

Salesforce

Talkdesk

CAP Website

Word

Excel

Microsoft Outlook

Job description

The College of American Pathologists (CAP) seeks a Contact Center Agent to deliver frontline service to CAP customers and members. Under limited supervision, you will explain CAP products and services and resolve inquiries with accurate information.

You will use tools like SCORES, Sharepoint, Salesforce, Talkdesk, CAP website, Word, Excel, and Outlook to investigate issues, document transactions, and maintain high service levels while collaborating across teams.