Contact Center Agent

Who we are? 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.

Our Culture

• CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work

• CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skills—offering reimbursement for educational programs and participation in events that enhance your skills

• We offer a generous compensation and benefits package, 401K, and more -- visit Careers at the CAP (https://www.cap.org/careers-at-the-cap) for more details

Brief Description

The Contact Center Agent is responsible for:

• Providing front line service to CAP customers and members.

• 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.

Specific Duties

Primary duties and responsibilities of the Contact Center Agent :

• 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 & Anatomic Pathology Education Programs),

• Laboratory Accreditation,

• Publications,

• Performance Analytics Dashboard,

• Membership and Education

• To investigate and fully resolve customer/member, needs to efficiently utilize software applications, including:

• SCORES,

• Sharepoint,

• Salesforce,

• Talkdesk,

• CAP Web Site,

• the Internet,

• Precision,

• Product Dashboard,

• e-LAB Solutions,

• Word,

• Excel,

• Microsoft Outlook.

• Facilitate customers’/members’ billing inquiries, regarding pricing, invoicing, making and applying payments, credit holds, etc.

• Communicate across all lines of the organization to research and resolve customer concerns.

• Maintain accurate records of transactions.

• Develop a thorough knowledge of new products.

• Function as direct contact to select Gold Customers and establish a personal relationship to enhance their CAP experience.

• Be informed and respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.

• Be alert to customer concerns that require escalation and forward these concerns to appropriate management staff.

• Participate in special projects.

• Perform other duties as assigned.

Knowledge/Skills Required/Preferred

Personal:

• Excellent verbal and written communication skills.

• High level of tact and discretion.

• Able to exercise independent judgment.

Professional:

• Excellent problems solving skills.

• Able to multi-task.

• Able to comprehend quickly and communicate complex material clearly.

• Able to function in a high-pressure environment.

• Customer service orientation.

Technical:

• PC skills mandatory

Education/Experience

Education:

• College graduate preferred.

• Computer and communication courses.

Experience:

• Familiarity with Microsoft Word.

• One year experience in a service environment preferred.

Related certifications:

• N/A

Additional Criteria

• Candidates must reside within 75-miles of the Northfield, IL office and meet in office requirements.

• Salary: $24.00 - $30.00/hourly

Equal Opportunity Employer The CAP is an equal opportunity/affirmative action employer, providing equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, creed, color, religion, sex, gender identity and/or expression, national origin, age, ancestry, disability or genetic information, military status, sexual orientation, marital status, citizenship status, order of protection status, homelessness, or any other characteristic protected by federal law and the applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act Equal Employment Opportunity Employee Polygraph Protection Act