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Customer Experience Specialist

Houston, TX, United States

** Customer Experience Specialist**

**Job Category****:** Client Support **Requisition Number****:** CUSTO001277 Showing 1 location **Job Details**

**Description**

Job Summary:

Under general supervision, you will provide daily customer support to all BG customers, proactively reaching out to customers and providing above and beyond service to ensure a stress-free customer experience. You will perform other related duties, as required.

**Major Responsibilities:**

* Interact with Baylor Genetics customers across all channels and platforms, as well as internal stakeholders, to provide a positive customer experience to all BG customers

* Serve as the point person to resolve issues regarding common everyday tasks

* Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller

* Primary Interface with Client on administrative testing issues such as status reports, inquiry updates and resolutions by both phone and email

* Handle phone call and email inquiries, in a timely manner, from internal staff and clients regarding basic level testing information (sample information, billing, logistics/kits, turnaround times)

* Resolve missing information on test requisitions and educate clients regarding correct completion of requisitions to prevent testing delays

* Actively utilize Salesforce to track client inquiries and kit orders

* Track testing and provide updates to external clients and internal stakeholders

* Perform onboarding of new clients and maintain existing client relationships

* Communicate with Customer Solutions management on client feedback

* Build and foster lasting relationships with Baylor Genetic clients and internal staff

* Performs other duties as assigned

**Required Job Qualifications**

***Education:*** Required: High school/G.E.D.

* Preferred: Bachelors Degree

***Experience:*** Required: Two years of previous work or industry experience.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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