Contact Center Agent

Contact Center Agent
About The College of American Pathologists
As the world?s largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide.
Job Summary
The Contact Center Agent is responsible for providing front line service to CAP customers and members and under limited supervision, utilizing problem solving techniques and independent judgment, and conveying accurate technical information to customers and members to maintain a high level of service, within established guidelines
Core Job Responsibilities
Receive, investigate, and resolve customer inquiries originating from phone, fax, written correspondence and email, concerning all CAP services and products.
Respond to customers using the customer?s preferred method of communication: phone, fax, written correspondence, or email.
Have a thorough knowledge of all CAP products including but not limited to:
Proficiency Testing (Surveys & EXCEL),
Laboratory Accreditation,
Performance Analytics Dashboard,
Membership, and
Qualifications for this role
Excellent problems solving skills.
Ability to multi-task.
Ability to comprehend quickly and communicate complex material clearly.
Ability to function in a high-pressure environment.
Customer service orientation.
Excellent verbal and written communication skills.
High level of tact and discretion.
Ability to exercise independent judgment.
College graduate preferred.
Computer and communication courses.
Familiarity with Microsoft Word.
PC skills mandatory.
One year experience in a service environment preferred.
Equal Opportunity Employer
CAP is an equal opportunity/affirmative action employer. CAP recruits qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, sexual orientation or preference, veteran status, physical or mental disability, marital status, or any other legally protected status in accordance with applicable federal, state, and local laws.

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