Call Center Representative Job Vacancy in Antech Diagnostics Lake Success, NY – Updated today

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Full Details :
Company Name : Antech Diagnostics
Location : Lake Success, NY
Position :

Job Description : 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 Veterinary Health, 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.
Provided a job offer is made and accepted, we are offering a one-time Signing Bonus of $1,000.00 [minus all applicable taxes].
PURPOSE OF JOB:
The Client Services Senior Representative must be able to perform all tasks required of an Administrative and CSR agent. The Sr Reps are expected to help oversee the daily proceedings of the entire department, as well as contribute to improving protocols within the department and the lab as a whole. This position requires extensive knowledge of the workflow of the department and the daily proceedings of both the Irvine laboratory and all of its satellite facilities. Excellent communication skills and the ability to foster a team like environment are crucial for this role. The ideal candidate must be able to problem solve independently as well as facilitate resolution to cases that their team members might encounter throughout the workday.
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 Guidance and ongoing training to all CS Agents and staff
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
Pull ISIS reference ranges and fax to clients anytime reports do not include normal interpretive guidelines
Effectively manage the queue by keeping agents accountable for remaining available to receive calls
Provide support to the supervisory staff within the laboratory
Triage supervisor calls from the agents within the department
Contribute to disciplinary issues and annual employee reviews
Maintain an orderly department and attempt to improve its overall workflow
Provide our clientele with basic Antech Online and Antech on the Move support
Respond to emails sent to the CSLEAD email box during a specified period of time; this will be scheduled daily by the Director of CS
Monitor emails sent to the CS Sr Reps Outlook Web App during a specified period of time; this will also be scheduled by the Director of CS
Send NM, PROB and BXPROB clientgrams every morning
Send clientgrams anytime there are delays in testing or with the transportation of specimens to a particular lab-
Effectively handle and research issues sent to the Sr Reps from the outside sales representatives; report findings and follow up with the clinic in a timely manner
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.
EDUCATION/EXPERIENCE:
Bachelor’s Degree preferred
Minimum of 3 years’ experience as a veterinary technician, laboratory technician or medical assistant is required
Management and/or supervisory background is preferred
Internal Applicants :
The agent will be required to have been a CSR for 1 year or greater to be eligible for this position
That CSR will need a history of meeting their statistical requirements for a minimum of 5 consecutive months prior to transfer
.
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 monthly call volume of at least 50 calls minimum
When queue hold times are 20+ for the day, handle a minimum of 75 calls for that day
Proficiency with Microsoft Office Products including Word, Excel, and PowerPoint
Full time
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!

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