Lead Customer Care Specialist - Madison, WI, United States - Exact Sciences

Description

Help us change lives

At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Lead Customer Care Specialist performs the functions of their position under the guided direction of the Customer Care Leadership. The Lead Customer Care Specialist provides support to the Exact Sciences Customer Care Center. In this leadership position the Lead Customer Care Specialist supports the mission and vision of Exact Sciences and, along with the Customer Care Supervisors and Managers, shares the responsibility of ensuring the Customer Care Center operates effectively. The Lead Customer Care Specialist will follow all laboratory and Customer Care Center policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling.

Essential Duties

include but are not limited to the following:

• Answers and responds to incoming calls and other inbound contacts as needed.
• Provides escalating support to Customer Care Team, providing mentoring and coaching to the Customer Care Center employees, as needed, and monitoring associates to ensure incoming and outgoing phone and other contacts are addressed according to Company goals.
• Support the management of daily workload execution in order to meet service level goals.
• Documents all information according to standard operating procedures (SOPs).
• Ensures familiarity with relevant guidelines and policies for medical devices.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Researches required information using available resources.
• Provides customers with product and service information.
• Recommends changes to ensure high quality customer service.
• Ensures compliance with all Company quality procedures and guidelines; including, but not limited to, Quality Policy and Code of Business Conduct and Ethics.
• Support and comply with the company's Quality Management System policies and procedures.
• Conducts self in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Ability to stay focused on a task and work independently.
• Meets standards for production and accuracy within 6 months of start date in role.
• Performs all job duties according to Contact Center policies and procedures in a timely and productive manner.
• Disciplined, self-motivated and reliable; motivated to perform quality work.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers, as well as peers at all levels of the organization.
• Excellent verbal and written English communication skills.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Regular and reliable attendance.
• Reports to work on time and follows attendance guidelines.
• Ability to work overtime as needed.
• Ability to work designated schedule, which may include nights and/or weekends.
• Ability to work on a computer and phone simultaneously.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School diploma or General Education Degree (GED).
• 5+ years of customer service experience with demonstrated exceptional customer experience, preferable in inbound/outbound contact center in the healthcare industry.
• Demonstrated knowledge of customer service principles and practices.
• Knowledge of contact center operations including training and performance monitoring.
• Must be 18 years of age or older.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Some college course work.
• Previous work in a laboratory environment.
• Knowledge of contact center telephony and technology.
• Demonstrates initiative and willingness to continuously improve processes.

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Salary Range:

$42, $67,000.00 The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.