Customer Service Representative 1

About the role

The Customer Service Representative 1 provides front‑line support to patients and customers, handling inquiries, complaints and service requests through multiple channels such as face‑to‑face, email, fax, telephone and regular mail.

Key responsibilities

• Receive, address and respond to general inquiries, service requests and complaints.
• Research issues, resolve routine problems and communicate solutions to customers or patients.
• Maintain accurate records of interactions, documenting details and resolutions in the appropriate database.
• Escalate unresolved grievances to department leadership and refer concerns to other service areas as needed.
• Manage archiving, storage and retrieval of pathology materials, ensuring proper chain‑of‑custody and regulatory compliance.
• Track and dispatch specimens, verify completeness of documentation and monitor specimen quality.

Required profile

• High School Diploma or equivalent, or relevant experience, certification or license.
• Minimum of 1 year of relevant customer service experience.
• Ability to learn new procedures, technologies and adapt to changing priorities.
• Strong teamwork and communication skills.

Required skills

• Proficiency with office software and relevant computer applications.
• Technical proficiency in using standard office technology and systems.