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    Customer Experience Specialist - Houston, United States - Baylor Genetics

    Baylor Genetics
    Baylor Genetics Houston, United States

    3 weeks ago

    Default job background
    Description

    Customer Experience Specialist

    Job Category*:

    • Client Support

    Requisition Number*:

    • CUSTO001277
    Showing 1 location


    Job Details

    Description

    Job Summary:


    Under general supervision, you will provide daily customer support to all BG customers, proactively reaching out to customers and providing above and beyond service to ensure a stress-free customer experience.

    You will perform other related duties, as required.


    Major Responsibilities:

    • Interact with Baylor Genetics customers across all channels and platforms, as well as internal stakeholders, to provide a positive customer experience to all BG customers
    • Serve as the point person to resolve issues regarding common everyday tasks
    • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
    • Primary Interface with Client on administrative testing issues such as status reports, inquiry updates and resolutions by both phone and email
    • Handle phone call and email inquiries, in a timely manner, from internal staff and clients regarding basic level testing information (sample information, billing, logistics/kits, turnaround times)
    • Resolve missing information on test requisitions and educate clients regarding correct completion of requisitions to prevent testing delays
    • Actively utilize Salesforce to track client inquiries and kit orders
    • Track testing and provide updates to external clients and internal stakeholders
    • Perform onboarding of new clients and maintain existing client relationships
    • Communicate with Customer Solutions management on client feedback
    • Build and foster lasting relationships with Baylor Genetic clients and internal staff
    • Performs other duties as assigned

    Required Job Qualifications

    Education:


    Required:
    High school/G.E.D.


    • Preferred: Bachelors Degree

    Experience:


    Required:
    Two years of previous work or industry experience.

    Qualifications

    Skills

    Behaviors

    :

    Motivations

    :

    Education

    Experience

    Licenses & Certifications

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