Grifols Shared Services North America, Inc Customer Service Associate in Austin, Texas
Under direct supervision, support the quality system by ensuring timely, accurate responses to customer inquiries, data reporting and archiving.
Report laboratory test results per standard operating procedures.
Enter required donor deferrel entries into the National Donor Deferral Registry
File documentation and records per established procedures and archive associated test results and documentation
Monitor system for outstanding referral test results
Field customer inquiries as the initial point of contact according to standard operating procedures
Escalate quality issues or customer inquiries to management as needed
Assist with processing and investigating customer inquiries
Report to laboratory management issues that impact the quality or timelines of tasks
Accurately complete documentation as required by established procedures
This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.
Minimum of a high school diploma is required. Experience in customer service preferred but not required.
Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience.
Must be able to clearly speak, read and write English. Effective phone and interpersonal communication skills. Must be knowledgable in computer operation in a Windows based environment.
Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues.
Req No.: 2016-29855
Shift: 1st Shift
Hours: Tuesday - Friday (9:30am - 6:00pm) and Saturday (8:00am - 4:30pm)