Job Description

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Job DescriptionJob 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 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

Company DescriptionLaboratory Express is one of the leading companies equipping healthcare providers.Company DescriptionLaboratory Express is one of the leading companies equipping healthcare providers.

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.

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