Customer Rep II, Laboratory

Job TitleServes as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department.Location: 211 Bailey Rd, Rochester, New York, United States of America, 14586Type: Regular, Full time, 40 hours per weekDepartment: 500286 Lab Client ServicesWork Shift: UR - Day (United States of America)Range: UR URCA 205 HCompensation Range: $20.30 - $27.41The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.ResponsibilitiesProvides professional and expeditious quality customer service. Investigates and resolves problems internally and externally.Essential FunctionsAnswers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information, as well as general product or service information.Handles physician requests for additional specimen testing. Calls/faxes results to physicians as requested.Investigates client complaints as a first level of response. Initiates incident reports as needed and reports customer dissatisfaction to the appropriate leader.Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.Performs required duties related to report delivery as assigned, including sorting and packaging of reports for courier delivery.Performs required duties in the customer supply area as assigned. Assembles customer orders for delivery by courier, scanning product in and out of the electronic inventory system.Dispatches on call phlebotomist for STAT and after hours specimen collections.Other duties as assigned.Minimum Education & ExperienceAssociate's degree and 1 year of clinical laboratory or medical experience requiredOr equivalent combination of education and experienceLicenses and CertificationsValid NYS driver's license upon hire requiredThe University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.