GENERAL STATEMENT OF RESPONSIBILITY: Responsible for coordinating and clinical testing clients by confirming collection site capabilities, processing client requests, and maintaining accurate records in the Customer Service Module. This role ensures timely supply management, communicates service delays or issues to management, and actively follows up on pending orders to secure necessary documentation, contributing to efficient and reliable service delivery.
ESSENTIAL FUCTIONS:
Level 1
• Contact collection sites to confirm their capability to perform requested services.
• Process email and phone requests and update Customer Service Module accordingly
• Coordinate supply orders for collection sites
• Communicate delays or supply issues impacting service levels to management.
• Follow up on pending orders, including collection site outreach for documentation.
• Perform other duties as assigned.
Level 2
• Perform all Level 1 responsibilities.
• To be eligible for Level 2 promotion, the employee is expected to have shown mastery in level 1 Customer Experience Coordinator duties. Eligible coordinators will also have demonstrated work accountability and consistent accuracy in their work performed.
• Review and verify documentation to ensure accuracy and compliance with required standards.
• Coordinate with paper clinics to process and deliver results to customers electronically.
• Facilitate service completion for donors by arranging alternative solutions when collection sites are unavailable.
• Manage logistics for non-contracted sites, including scheduling services, ensuring document return, and processing payments.
• Monitor and track orders through completion, proactively identifying and communicating potential issues to customers.
• Guide collectors on workflow and assist with documentation retrieval.
• Assist in staff training as needed.
JOB QUALIFICATIONS:
EDUCATION: High School Diploma or equivalent
EXPERIENCE: 1 year of sales or customer service experience.
SKILLS & ABILITIES:
• Cooperative approach to client relations
• Well-developed interpersonal skills
• Ability to communicate professionally both verbally and written.
• Proficient with Microsoft Applications (Excel, Word, Outlook)
• Detail oriented
• Strong organizational skills
• Adaptable and works well under pressure
• Analysis and problem-solving abilities
• Ability to handle multiple tasks
• Following through and dependability
• Ability to prioritize and easily adapts to changing priorities
• Team oriented
• Ability to be at work and on time
• Ability and judgment to interact and communicate appropriately with other employees, clients and management
• Maintain confidentiality of all company and client information.
• Comply with applicable safety and health regulations.
• Keep work area organized and clean.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.
This position requires the necessary physical attributes for office work such as:
• Sitting for extended lengths of time
• Close vision requirements due to computer work
• Repetitive use of hands, fingers, wrists and elbows for operating a computer and telephone
• Light lifting, up to 10 pounds
EQUIPMENT: PC and communications equipment, Copier, Microsoft applications.
OTHER: Overtime as required to meet customer needs; to be determined daily. Weekend work as necessary.
The employer shall, in its discretion, modify or adjust this position to meet the company’s changing needs.
This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.
Level 2 – Minimum 1 year of experience as Customer Experience Coordinator Level 1
• denotes essential job function
An Equal Opportunity Employer
Pay Range: $18.00 - $31.00
Starting Pay Range: $18.00-$20.00
Benefits for Full Time Employees:
CRL was originally founded as Enzyme Technologies in 1979 with our focus on clinical research and development. The name was changed to Clinical Reference Laboratory in 1983 when we began to offer commercial lab testing. Today, CRL has become one of the largest privately held clinical testing laboratories in the U.S., performing hundreds of thousands of tests every day for clients large and small. Our staff works around-the-clock to process and report results seven days a week.
We are driven each day to provide the useful insights people need to live healthy, safe, and productive lives. We serve insurers, employers, healthcare providers and their patients, colleges and universities, as well as federal, state, and local government agencies through a broad array of corporate and personal wellness programs, drugs of abuse testing programs, insurance risk assessment, and molecular diagnostics testing.
Together with FormFox, the nation’s leading provider of ECCF and electronic workflow solutions, we provide integrated solutions for workplace drugs of abuse testing, occupational health testing, and clinical lab testing services. CRL’s industry-leading turnaround times and state-of-the-art equipment and technology, paired with FormFox’s data management and digital workflow solutions, seamlessly connect all participants.
Our mission isn’t to be the most recognized lab, but to be the most trusted laboratory partner by providing personalized service, accurate testing, rapid turnaround time, and innovative systems and solutions. We conduct research, advance our test menu, pursue collaborations, discover new applications for existing data, and hold ourselves to the highest level of quality and client support standards, uniquely positioning our partners to achieve the best possible outcomes. And we do it all with a human touch.
