Client Services Representative

We are Ascend, one of the highest volume clinical laboratories in the United States. With the use of the most advanced tools and technology, we process millions of test each month. For over 30 years, we have been delivering industry-leading service and excellence in testing. At Ascend, we are relentless about innovation and growing to pioneer the future of clinical and environmental laboratory testing.

Ascend is unlike most companies, offering the discipline of a healthcare leader and the mentality of a tech startup. As a company that is on the leading edge, we are seeking individuals with a similar mindset who enjoy a dynamic, fast-paced environment.

Ascend Client Services is the front line contact support for one of the largest automated technology labs in America. As a Client Service Representative, you will be responsible for successfully handling a large flow of inbound and outbound calls as the first point of contact for clinical clients. The Client Services team quickly supports, educates and provides solutions to dialysis clinics who are medical professionals. The team’s mission is to consistently provide the highest standard of support for our clients. We deliver an exceptional client experience every call, every time. Client Service Representatives serve as the bridge between the Ascend Clinical lab and our clients.

The successful applicant will be able to perform the following essential functions:

• Receive and handle all telephone calls and emails pertaining to client support.
• Make outbound calls for urgent and critical lab results within specified timeframe.
• Achieve contact center call metrics and other metrics appropriate to the position.
• Manage time effectively on client calls and accurately document support provided.
• Respond to complex inquiries using critical thinking skills.
• Resolve service problems by clarifying the client’s concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Process critical forms in an expedient manner. Process lab draw entries in an accurate and precise manner on a daily basis.
• Convey a positive and professional image to clients and employees.
• Maintain composure in high pressure situations.

This will be a first shift position with occasional overtime. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Degree or GED.
• 2+ years of Experience in a fast pace call center environment.
• Working knowledge of Microsoft Office Suite (Word, Excel, and Outlook).
• Strong listening and comprehension skills.

Ascend provides a competitive benefit package which includes the following (eligibility requirements apply): Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Health Care and Dependent Care Flexible Spending Accounts, Life Insurance, AD&D, Work/Life Resources (including Employee Assistance Program) Leave Benefits: Paid holidays, annual Paid Time Off (includes paid state /local paid leave where required), Short-term Disability, Long-term Disability, Other leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption leave) Retirement Benefits: Contributory pension plan and Savings Plan (401k).

• $20-$24/hr
• Salaries may vary for different individuals in the same role based on several factors, including but not limited to individual competencies, education/professional certifications, experience and performance in the role.

If you are interested in applying to Ascend and need special assistance or accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to hrmailbox@aclab.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

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