Antech Diagnostics Client Service Agent I (Day Shift) in Fountain Valley, California
We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
Pay Rate: $21.50
Schedule: 10:30am-7am PST, weekends required
PURPOSE OF JOB:
The primary responsibility of the Client Service Agent I is to provide superior customer support to our clientele. This person must possess excellent phone skills, project a pleasant tone regardless of the nature of the call, as well as exhibit empathy towards our consumer base. This agent must be able to effectively multi-task, while showing superior follow through on any problem cases they might face throughout the day. The ideal CSR candidate is someone always looking to go above and beyond general job expectations in an attempt to provide our customer with the best possible service experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to satisfactorily perform each essential function. 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.
Provide phone coverage within the queue
Fax reports via automated and/or manual methods
Process requests to add, cancel and/or recheck tests
Process supply orders
Understand and be able to effectively explain differences in tests, methodologies and profiles that are offered by the laboratory
Accurately relay proper specimen handling requirements
Accurately relay test turnaround times
Verbally communicate test results over the phone when requested
Locate and pull test request forms to verify information as requested by the client
Effectively navigate through both Antrim and Atlas software systems
Provide detailed INQ notes within accessions
Accurately create and turn over problem cases to LABC via Problem Tracking in Atlas
Transfer calls to satellite laboratories, as well as other departments, queues and/or employees when appropriate
Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory
Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution
Effectively handle consultation calls once the CS queues are mastered:
Set-up and transfer calls to either Internal Medicine or Exotic consultants
Email consult requests to outside/specialty consultants via Outlook email
Pull ISIS reference ranges and fax to clients anytime reports do not include normal interpretive guidelines
Performs other duties as assigned.
We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.
High school diploma or equivalent
Possess either customer service, veterinary, medical and/or laboratory experience
Minimum of 1 year experience as a veterinary technician, laboratory technician or medical assistant is preferred
Related experience such as veterinary or biology credits, call center or other intensive service background is optimal
REQUIRED SKILLS AND ABILITIES:
Organized with the ability to multi-task in a fast paced environment
Strong interpersonal, organizational, negotiation and problem solving skills
Excellent verbal and written communication skills
Maintain an average queue availability of at least 65%
Queue average = handling time + availability
Handle an average of no less than 18 calls per hour
Average a score of 90% or greater on all written tests
Proficiency with Microsoft Office Products including Word, Excel, and PowerPoint
Extensive sitting, phone, and computer use (at desk 95% of shift)
Extend and reach with hands and arms and use hands and fingers
Occasionally required to bend, kneel, stoop, or crouch
May be required to lift, move, and carry up to 10 lbs.
Specific vision abilities required including close vision, color vision, depth perception, and the ability to adjust focus.
Hearing ability to effectively communicate via the telephone and in person
Ability to communicate verbally on the telephone and in person
Fluency in the English language
The employee will primarily work in a typical office environment including use of cubicles, computers and overhead lighting.
Temperature extremes will be minimal to nonexistent.
The noise level in the work environment is usually moderate.
The employee will be required to use a computer, spreadsheets, data base management, email, and the Internet. The employee is frequently required to use a calculator; fax, copy machine, and phone system.
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (https://www.antechdiagnostics.com/about/careers/)