Job Description

Job Description

Job Description

Live Chat Agent - Laboratory Expres s

Laboratory Express is seeking a dedicated Live Chat Agent to provide exceptional real-time digital support to patients, healthcare providers, and laboratory clients through our online chat platform. This remote position is ideal for individuals who excel at written communication, thrive in fast-paced environments, and are passionate about delivering outstanding customer experiences through digital channels. Laboratory Express

Key Responsibilities:

Customer Engagement:

• Engage with customers via live chat platform, responding to inquiries promptly and professionally Laboratory Express
• Handle 3-5 simultaneous chat conversations while maintaining high-quality, personalized service Laboratory Express
• Respond to customer inquiries via live chat platform with professionalism, accuracy ZipRecruiter

Service & Support:

• Provide accurate information regarding laboratory tests, services, pricing, turnaround times, and specimen requirements Laboratory Express
• Assist customers with account creation, portal login issues, password resets, and website navigation Laboratory Express
• Guide patients through online test ordering, appointment booking, and result access processes Laboratory Express
• Address billing questions, insurance verification, payment processing, and account balance inquiries Laboratory Express
• Troubleshoot technical issues related to website functionality, portal access, and online services Laboratory Express

Documentation & Quality:

• Document chat interactions and update customer records in CRM systems ZipRecruiter
• Identify opportunities to improve customer experience through feedback ZipRecruiter
• Meet performance targets including response time, chat volume, resolution rate, and customer satisfaction scores Laboratory Express

Team Collaboration:

• Participate in team meetings, training sessions, and quality improvement initiatives Laboratory Express
• Escalate complex issues to appropriate departments or supervisors
• Collaborate with team members to maintain consistent service quality

Required Qualifications:

Experience:

• Previous experience in live chat, online support, or customer service preferred ZipRecruiter
• No healthcare experience required (training provided)

Skills & Abilities:

• Strong written communication skills and typing ability ZipRecruiter
• Ability to multi-task and handle multiple chat conversations simultaneously ZipRecruiter
• Tech-savvy and comfortable with chat platforms and CRM tools ZipRecruiter
• Strong problem solving skills with customer first approach ZipRecruiter
• Reliable, detailed-oriented, and able to work independently ZipRecruiter
• Excellent grammar, spelling, and punctuation
• Professional and empathetic communication style
• Ability to work in a fast-paced environment

Technical Requirements:

• Reliable computer with high-speed internet connection
• Quiet workspace for remote work
• Proficiency with basic computer applications
• Comfort learning new software platforms

Key Performance Indicators:

• Response Time - Speed of initial response to customer inquiries
• Chat Volume - Number of chats handled per shift
• Resolution Rate - Percentage of issues resolved on first contact
• Customer Satisfaction Scores (CSAT) - Customer feedback ratings
• Quality Assurance Scores - Accuracy and professionalism in responses
• Concurrent Chat Handling - Ability to manage 3-5 chats simultaneously

Work Environment:

• 100% Remote Position - Work from anywhere
• Flexible Scheduling - May include evenings, weekends, or holidays
• Full-Time Hours - Standard schedule with potential shift rotation
• Fast-Paced Environment - High volume of customer interactions
• Team-Oriented Culture - Regular virtual meetings and collaboration

Compensation & Benefits:

• Health insurance (typically included for full-time)
• Paid time off
• Professional development and training
• Work-from-home flexibility
• Career advancement opportunities

Laboratory Express is one of the leading companies equipping healthcare providers.

Company Description

Laboratory Express is one of the leading companies equipping healthcare providers.

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