Client Services Team Leader - Remote Eligible

Customer Service Support Team Lead

Labcorp is seeking a Customer Service Support Team Lead to join our team in Santa Fe, NM. The Customer Service Support Team Lead provides support to all internal and external customers; instructing, mentoring, and training team members to develop robust departmental systems, policies, and procedures to sustain a high level of service. They lead by example and foster a continual improvement culture. Responsible for timely responses to escalations, client complaints and other assigned tasks. The Team Leader leads the customer service team to consistently exceed the customer's expectation and provides transparent communication and information.

Work Schedule: Monday–Friday, with flexibility required between 6:00am and 5:00pm MT. Actual shift (e.g., 6am–3pm or 7am–4pm) will be determined based on business needs.

Salary Range: $27.50 - 32.00

Work Location: Remote based in US

Job Responsibilities

• Manages work assignments by distributing duties and updating responsibilities as needed
• Supports leadership with coaching, training, and/or escalated situations
• Creates and manages individual projects to support team goals
• Act a liaison between Labcorp, the customer base and patients
• Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures
• Inquire, clarify, and confirm customer requirements and understanding of the solution
• Provide additional customer education and information as needed
• Qualify and establish inbound new customers requesting Labcorp's products and services
• Work in multiple databases to research complex issues and questions
• Notify clients of test results in a timely and accurate manner
• Review test forms for accuracy and report any discrepancies
• Participate in activities designed to improve customer satisfaction and business performance
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

Requirements

• High School Diploma or GED equivalent required
• Prior experience in a leadership role
• 3+ years working in Women's Health and Genetics Client Services
• Knowledge of Microsoft Office suite is required
• Experience with Laboratory Information Systems is
• Strong verbal and written communication skills and excellent ability to listen and respond
• Must be courteous with strong customer service orientation
• Excellent multitasking abilities required
• Strong flexibility and the ability to manage and adapt to changing priorities quickly
• Bilingual in English and Spanish highly desirable

Labcorp is proud to be an Equal Opportunity Employer: Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

We encourage all to apply