3DR Labs

Customer Support Specialist

3DR Labs

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Arizona, Florida, Illinois, Iowa, Kansas, Kentucky, Louisiana

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Job Level

Mid-LevelSenior

About the role

  • The Customer Support Specialist is primarily responsible for creating continuity between 3DR Labs’ customers and the floor techs completing the post-processing of cases.
  • Our customers are hospitals that send us images for evaluation and processing.
  • Similar to a call center/contact center role, responsibilities include order entry, customer follow-up, order delivery notification, and communication with the technical staff regarding customer calls.
  • Customer Support Specialist has a strong commitment to exceptional customer service and continuously works to streamline processes within the department.
  • The Customer Support Specialist works directly with other departments to support 3DR’s goal of excellent patient care.

Requirements

  • Dedication to profoundly impacting patient care.
  • Communicate with customers via telephone, fax, or e-mail with high professionalism.
  • Provide outstanding, world-class customer service to our supported customers.
  • Create positive patient outcomes by correctly entering orders, including review of patient history, image count, and setting correct protocols.
  • Notify customers upon case completion.
  • Ensure that appropriate actions are taken to resolve customer problems and concerns.
  • Use expertise and show initiative to answer inquiries, resolve problems or forward to the appropriate staff.
  • Maximize efficiency for how orders move through the process by ensuring the first patient in is the first patient out (we train you to use the one-piece-flow methodology).
  • Independently complete job duties with minimal errors.
  • Champion of teamwork.
  • All other duties as assigned.
  • Qualifications: Excellent organizational, analytical, and problem-solving skills. Critical thinking skills, decisive judgement, and the ability to work with minimal supervision in a high-volume department. Excellent interpersonal and communication skills. Demonstrated professional demeanor speaking with colleagues, peers, and team members at every level of the organization. Service-oriented and able to resolve customer grievances. Ability to be self-motivated and work independently in a remote work environment, as well as in a team environment. We use specific metrics that will demonstrate how you are spending your time in a remote setting. Flexibility to adapt to changing situations and the ability to prioritize tasks according to objectives. This position may involve working non-traditional hours including evenings and weekends and occasional holidays to ensure continuation of operations.
  • Desired Education and Experience: High school diploma or equivalent. Knowledge of medical terminology preferred. Customer service/call center work experience preferred. Basic use of office equipment (phone, computer, fax) required. Microsoft Office and computer navigation skills required.