Job Description

GENERAL STATEMENT OF RESPONSIBILITY:

Responsible for coordinating and clinical testing clients by confirming collection site capabilities, processing client requests, and maintaining accurate records in the Customer Service Module. This role ensures timely supply management, communicates service delays or issues to management, and actively follows up on pending orders to secure necessary documentation, contributing to efficient and reliable service delivery.

ESSENTIAL FUCTIONS:

Level 1

Contact collection sites to confirm their capability to perform requested services. Process email and phone requests and update Customer Service Module accordingly Coordinate supply orders for collection sites Communicate delays or supply issues impacting service levels to management. Follow up on pending orders, including collection site outreach for documentation. Perform other duties as assigned.

Level 2

Perform all Level 1 responsibilities. To be eligible for Level 2 promotion, the employee is expected to have shown mastery in level 1 Customer Experience Coordinator duties. Eligible coordinators will also have demonstrated work accountability and consistent accuracy in their work performed. Review and verify documentation to ensure accuracy and compliance with required standards. Coordinate with paper clinics to process and deliver results to customers electronically. Facilitate service completion for donors by arranging alternative solutions when collection sites are unavailable. Manage logistics for non-contracted sites, including scheduling services, ensuring document return, and processing payments. Monitor and track orders through completion, proactively identifying and communicating potential issues to customers. Guide collectors on workflow and assist with documentation retrieval. Assist in staff training as needed.

JOB QUALIFICATIONS:

EDUCATION:

High School Diploma or equivalent

EXPERIENCE:

1 year of sales or customer service experience.

SKILLS & ABILITIES:

Cooperative approach to client relations Well-developed interpersonal skills Ability to communicate professionally both verbally and written. Proficient with Microsoft Applications (Excel, Word, Outlook) Detail oriented Strong organizational skills Adaptable and works well under pressure Analysis and problem-solving abilities Ability to handle multiple tasks Following through and dependability Ability to prioritize and easily adapts to changing priorities Team oriented Ability to be at work and on time Ability and judgment to interact and communicate appropriately with other employees, clients and management Maintain confidentiality of all company and client information. Comply with applicable safety and health regulations. Keep work area organized and clean.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.


This position requires the necessary physical attributes for office work such as:

Sitting for extended lengths of time Close vision requirements due to computer work Repetitive use of hands, fingers, wrists and elbows for operating a computer and telephone Light lifting, up to 10 pounds

EQUIPMENT:

PC and communications equipment, Copier, Microsoft applications.

OTHER:

Overtime as required to meet customer needs; to be determined daily. Weekend work as necessary.


The employer shall, in its discretion, modify or adjust this position to meet the company's changing needs.


This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.


Level 2 - Minimum 1 year of experience as Customer Experience Coordinator Level 1

denotes essential job function

An Equal Opportunity Employer

Pay Range:

$18.00 - $31.00

Starting Pay Range:

$18.00-$20.00

Benefits for Full Time Employees:

Medical, Dental, Vision Life/AD&D Supplemental Life/AD&D Section 125 FSA Plan 401(k) Short and Long-Term Disability Paid Time Off Holidays * Tuition Reimbursement