Myriad Genetics, Inc.

  • CBI Customer Service Operations Lead

    Location US-UT-Salt Lake City
    Posted Date 3 months ago(3/22/2018 8:31 AM)
    Job ID
    2018-6953
    Location Details
    Salt Lake City
    Name
    Crescendo Bioscience
  • Overview

    Crescendo’s Customer Service team is responsible for providing support to physicians, medical staff, patients and Crescendo’s field team via phone and email. Key team activities include responding to customer inquiries regarding our products and services, account set-up, supply order fulfillment, maintaining our CRM system, and working closely with field representatives, independent lab services and other team members to support a smooth testing process that will lead to increases in revenue and customer satisfaction.

     

    The Customer Service (“CS”) Operations Lead is a non-exempt position responsible for supporting department objectives by monitoring and analyzing existing processes and systems to maximize performance of the Customer Service department.  The CS Operations Lead uses independent judgment and sound decision making to evaluate existing processes and makes recommendations for improvement. Job duties include furthering business objectives through interactions with customers, vendors and internal and external team members. The CS Operations Lead serves as the team lead on software-related systems, identifying opportunities for improvement, collaborating with software engineering or outside vendors and provides support and training to other team members to ensure optimum usage of systems.  The CS Operations Lead manages key processes for the team and makes recommendations to the Director, CS for process improvements.   The CS Operations Lead serves as a backup CSR helping the team to stay on top of workload during peak periods or absences.

    Responsibilities

    Responsibilities 

     

    • Manage key processes for the team and make recommendations for process improvements
    • Monitor systems and disseminate advisories to internal and external team members
    • Communicate new processes and system modifications to internal and external team members
    • Act as the team lead on software-related systems, identifying opportunities for improvement
    • Collaborate with Software Engineering/CTL Support to ensure CS is able to provide basic support to customers for software and mobile application
    • Manage Customer Relationship Management (CRM) and other systems, making recommendations for modifications and enhancements that improve deliverables
    • Collaborate with others and make recommendations on projects designed to  improve overall service and operation
    • Manage relationship with outside vendors to ensure contractual obligations are met
    • Create and maintain current CS workflow instructions,  forms, and training materials
    • Manage special projects that support and enhance existing operations
    • Serve as a backup customer service representative during peak periods or absences

     

     

    Qualifications

    Qualifications

     

    • BS or BA degree, preferably in sciences, business or health care administration
    • Minimum 5 years’ experience managing processes and/or projects, preferably in a customer service or health care setting
    • Strong analytical skills and experience communicating proposals for change
    • Ability to build collaborative relationships both internally and externally
    • Ability to work independently on complex projects
    • Easily identifies and resolves technical issues and concerns
    • Excellent communication and presentation capabilities
    • Previous help desk experience or technical support experience preferred
    • Collaborative with the ability to communicate ideas effectively, both orally and in writing
    • Ability to resolve issues effectively and efficiently with excellent follow-up
    • Operational knowledge of medical practices and/or with lab practices and procedures preferred
    • Solid experience using MS Word, Excel, Power Point, and Outlook
    • Knowledge of clinical lab systems and customer relationship management (CRM) systems desirable
    • Familiarity with project management approaches, tools, and phases of project lifestyle a plus
    • Must be authorized to work in the United States on a full-time basis for any employer
    • Strong, recent professional references

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

    About Our Company

    Myriad Genetics Inc., is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics.  Myriad discovers and commercializes molecular diagnostic tests that: determine the risk of developing disease, accurately diagnose disease, assess the risk of disease progression, and guide treatment decisions across six major medical specialties where molecular diagnostics can significantly improve patient care and lower healthcare costs.  Myriad is focused on three strategic imperatives:  maintaining leadership in an expanding hereditary cancer market, diversifying its product portfolio through the introduction of new products and increasing the revenue contribution from international markets.  For more information on how Myriad is making a difference, please visit the Company's website: www.myriad.com.

     

    Myriad is an equal opportunity employer and as such, affirms in policy and practice to recruit, hire, train and promote, in all job classifications without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, disability status or status as a protected veteran.

     

    Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. We believe that diversity lends a regional, national, and global advantage to the clients we serve. Our workforce consists of dynamic individuals, with a range of backgrounds, talents, and skills.

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