CSI Laboratories is a state-of-the-art, independent oncology diagnostics laboratory located in northern metro-Atlanta. Our full-service laboratory offers cytogenetic analysis, fluorescence in-situ hybridization (FISH), molecular testing, eight-color flow cytometry, and hematopathology services that are second to none.

Benefits include competitive medical and dental coverage, 401K plan, tuition refund, flexible spending accounts and generous performance-based annual increases.

Job Summary

Supervise and coordinate the activities of Customer Service Specialists (CSS's) to ensure customer satisfaction. Under the direction of Operations Manager, review work processes to ensure compliance with company and laboratory requirements. Provide guidance and training to Customer Service Specialists.  Subject matter expert for clients regarding medical and IT support.

Summary of essential job functions

1.     Ensures compliance with established customer service policies and procedures.

2.     Recommends and implements new procedures under the direction of supervisor.

3.     Receive, investigate, evaluate and settle complaints from clients.

4.     Reports on findings and recommends response to customer issues, considering nature and complexity of issues, requirements, and actions of CSSs.

5.     Provide prompt, courteous, and professional customer service to all internal and external clients of CSI Laboratories.

6.     Has ongoing responsibility for maximizing department quality and productivity by monitoring service levels.

7.     Monitors the workflow to meet deadlines and assure departmental coverage.

8.     Reviews completed documents such as logs and worksheets to ensure compliance with company  policies and procedures.

  9.   Ability to perform the duties of Customer Service Specialist when necessary.

10.  Provide feedback and documentation to supervisor on employee performance.

11.  Provides on-going support to account managers.

12.  Develop spreadsheet; excel files, word documents for supervisors and other management. team members.

 Minimum requirements

5+ years of proven administrative and/or customer service experience in a fast paced result driven environment

Maintain a high level of professionalism and sense of urgency towards clients and account managers