Customer Experience Associate C-1 at CORE PLUS LLC – Santo Domingo, Distrito Nacional

The Position

The Customer Experience Associate C-1 (Call Center) is a vital role in providing exceptional customer service to our clients. In this role, you will be the first point of contact for inquiries, appointments, and information related to our laboratory services. Your excellent communication skills and attention to detail will contribute to maintaining our high standards of service.

Responsibilities

- Respond to incoming calls and emails from clients, addressing their inquiries about laboratory services, test procedures, pricing, and appointment scheduling.

- Provide accurate and up-to-date information to clients, ensuring they have a clear understanding of our services and procedures.

- Schedule appointments for various laboratory tests and procedures, coordinating with clients and laboratory staff to ensure efficient and accurate service.

- Assist clients in understanding the requirements for different tests, including fasting instructions, sample collection procedures, and any necessary preparations.

- Collaborate closely with laboratory technicians and other staff to ensure smooth operations and timely delivery of results to clients.

- Maintain detailed and accurate records of client interactions, appointment schedules, and inquiries in the call center database.

- Handle and resolve client concerns, complaints, or issues professionally and promptly, escalating complex matters to the appropriate departments when necessary.

- Continuously update your knowledge of laboratory services, test procedures, and industry developments to provide accurate and relevant information to clients.

- Contribute to team meetings and training sessions to enhance your skills and knowledge, and to improve the overall performance of the call center.

Qualifications:

- High school diploma.

- Proven experience in a customer service or call center role, preferably in a healthcare, medical, or laboratory setting.

- Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.

- Strong active listening skills to accurately assess client needs and provide appropriate solutions.

- Proficiency in using call center software, databases, and office productivity tools.

- Exceptional organizational skills to manage appointment schedules, inquiries, and follow-ups effectively.

- Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and remain calm under pressure.

- Empathetic and patient demeanor when dealing with clients, especially those who may be anxious about medical procedures.

- Attention to detail to ensure accurate record-keeping and data entry.

- Flexibility to work shifts, including weekends and holidays, as call center services may require extended hours.

- Bilingual is a plus.

Working Conditions/ Physical Activity:

• While performing the duties of this job, the employee is regularly required to talk and listen.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

CorePlus is an equal employment/affirmative action opportunity employer. It does not discriminate against any qualified person on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.