Customer Support Specialist

The Company:

Headquartered in Louisville, Kentucky, 3DR Labs, is the largest 3D medical image post-processing lab in the U.S., provides 24/7/365 access to more than 200 expert radiologic technologists and to state-of-the-art imaging software. Founded in 2005, 3DR Labs provides services to over a thousand hospital imaging departments, stand-alone imaging centers, and radiology practices. Turnaround times for CT and MRI exams are guaranteed within hours or even minutes. 3DR Labs also offers Imaging Excellence Advisory Services where our expert imaging advisors provide creative, practical, and sustainable solutions for your most difficult department challenges. With 3DR Labs, hospital imaging leaders have access to a high level of expertise and experience a truly collaborative relationship.

Visit us online at https://3drlabs.com to learn more about us.

We are actively searching for a Customer Support Specialist for our Weekend Overnight-Fri/Sat/Sun-7p - 7a (EST) shift . 

This is a REMOTE/VIRTUAL role and is open to candidates from the following states where we already have established operations: AL, AR, AZ, FL, GA, IA, IL, IN, KS, KY, LA, MI, MO, MS, NE, OH, OK, OR, PA, SC, SD, TN, TX, UT, WA, WI, WV.

Job Summary:

The Customer Support Specialist is primarily responsible for creating continuity between 3DR Labs’ customers and the floor techs completing the post-processing of cases. Our customers are hospitals that send us images for evaluation and processing. Similar to a call center/contact center role, responsibilities include order entry, customer follow-up, order delivery notification, and communication with the technical staff regarding customer calls. Customer Support Specialist has a strong commitment to exceptional customer service and continuously works to streamline processes within the department. The Customer Support Specialist works directly with other departments to support 3DR’s goal of excellent patient care.

• Dedication to profoundly impacting patient care.
• Communicate with customers via telephone, fax, or e-mail with high professionalism. Provide outstanding, world-class customer service to our supported customers.
• Create positive patient outcomes by correctly entering orders, including review of patient history, image count, and setting correct protocols.
• Notify customers upon case completion.
• Ensure that appropriate actions are taken to resolve customer problems and concerns.
• Use expertise and show initiative to answer inquiries, resolve problems or forward to the appropriate staff.
• Maximize efficiency for how orders move through the process by ensuring the first patient in is the first patient out (we train you to use the one-piece-flow methodology).  
• Independently complete job duties with minimal errors.
• Champion of teamwork. 
• All other duties as assigned.

Qualifications:  

• Excellent organizational, analytical, and problem-solving skills. 
• Critical thinking skills, decisive judgement, and the ability to work with minimal supervision in a high-volume department. 
• Excellent interpersonal and communication skills. Demonstrated professional demeanor speaking with colleagues, peers, and team members at every level of the organization. 
• Service-oriented and able to resolve customer grievances. 
• Ability to be self-motivated and work independently in a remote work environment, as well as in a team environment. We use specific metrics that will demonstrate how you are spending your time in a remote setting.  
• Flexibility to adapt to changing situations and the ability to prioritize tasks according to objectives. 
• This position may involve working non-traditional hours including evenings and weekends and occasional holidays to ensure continuation of operations. 

Desired Education and Experience: 

• High school diploma or equivalent.   
• Knowledge of medical terminology preferred. 
• Customer service/call center work experience preferred. 
• Basic use of office equipment (phone, computer, fax) required. 
• Microsoft Office and computer navigation skills required. 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer. 
• Ability to maintain considerable concentration with frequent time pressures and occasional interruptions. 
• Ability to maintain visual attention for considerable lengths of time. 

EEO

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status. We require an inclusive environment free from discrimination and harassment.