Note: The job is a remote job and is open to candidates in USA. Labcorp is a global leader in laboratory services and diagnostic testing solutions that helps healthcare providers, patients, researchers, pharmaceutical companies, and health systems make informed decisions. The Customer Service Support Representative acts as a liaison among Labcorp, customers, and patients, resolving inquiries, providing test and technical information, maintaining CRM records, and supporting a high-quality customer experience in a remote contact center environment.
Responsibilities
- Act as a liaison between LabCorp, customers, and patients
- Maintain understanding of lab operations across departments
- Resolve routine requests using internal systems and procedures
- Communicate professionally with internal and external customers
- Clarify and confirm customer needs to provide solutions
- Meet productivity, quality, and service standards
- Identify root causes and help prevent recurring issues
- Multi-task effectively
- Research and resolve complex inquiries using databases
- Review test forms for accuracy and correct discrepancies per standard operating procedures
- Support initiatives to improve customer satisfaction and performance
- Maintain accurate records and CRM data in compliance with HIPAA
- Troubleshoot basic technical issues to minimize disruptions
- Participate in activities designed to improve customer satisfaction and business performance
Skills
- High school diploma or GED equivalent
- 2 or more years' experience in a customer service role
- 1 or more years' experience working in a contact center/call center environment
- Reliable internet with compatible provider (minimum 50 Mbps download speed)
- 1+ years' experience with software (e.g., Microsoft Office, Verint, Salesforce, LIS)
- HIPAA-compliant, distraction-free workspace
- Strong computer skills, including multitasking across systems and typing proficiency
- Ability to troubleshoot and resolve basic technical issues independently
- Strong verbal/written communication with active listening skills
- Courteous with a strong customer service focus
- Organized with effective time management in a multitasking environment
- Self-motivated and able to learn/apply new processes and systems
- Strong critical thinking and problem-solving skills
- Takes ownership to ensure issue resolution
- Team-oriented with ability to collaborate effectively
- Flexible and responsive to changing priorities and workloads
- Maintains professionalism in all customer interactions
- Associate degree
- 1 or more years' experience with a medical background
- 1 or more years' experience working in the healthcare industry, such as a physician's office or a hospital
Benefits
- Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
- Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan.
- Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.
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