Sequenom Customer Service Lead in San Diego, California

The Customer Service Lead will work with physician offices, hospital laboratories, patients and internal customers to ensure that all client needs are addressed accurately and efficiently. This position will provide product education and handle a wide variety of questions while ensuring a world class customer experience. The ideal candidate will be passionate about Customer Service and motivated to lead a customer centric team in an innovative company.

Responsibilities:

  • Lead a team of Customer Service Representatives responsible for resolving incomplete test requisition forms
  • Proactively adjust workflow to insure inbound, outbound and VIP needs are met
  • Address escalated client and patient concerns
  • Act as the liaison between laboratory accessioning and customer service
  • Provide weekly KPI reports to the Customer Service Manager and Sales Operations team
  • Deliver both onboarding and ongoing training as needed
  • Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
  • Speak with customers in a courteous, friendly, and professional manner using protocol procedures
  • Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Support field operations in maintaining support services for improved patient access to the Sequenom Laboratories’ portfolio of tests
  • Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

Job Requirements

  • High School Diploma or GED equivalent required. Bachelor’s degree in communications, medical technology, or related health care field highly desired
  • 5+ years’ experience in a customer service role required. 1+ years’ experience in the healthcare industry in a customer-facing role, such as a physician’s office, hospital or laboratory highly desired
  • Knowledge of Microsoft Office suite required. Experience with Salesforce.com and/or Laboratory Information Systems preferred
  • Strong verbal and written communication skills and excellent ability to listen and respond
  • Must be courteous with strong customer service orientation
  • Strong flexibility and the ability to manage and adapt to changing priorities quickly
  • Bilingual in English and Spanish highly desirable
  • Ability to work the following shift: Monday-Friday, 6:00am-2:30pm

Sequenom is an EOE - Minority/Female/Disability/Vets

Department: Customer Support

Category: Customer Support

Job Type: Employee

Minimum Experience: 5+

Required Education: High School Diploma or GED