The Customer Service Representative receives sufficient authority from, and is accountable to the customer service manager or appointed designate, for the successful completion of assigned duties and responsibilities and has the authority to take action necessary to carry out the duties and responsibilities of this position. The Customer Service Representative has authority to identify the occurrence of departures from the quality system or from the procedures for carrying out sample registration and reporting, so long as such action does not deviate from established company guidelines, is consistent with sound business or technical judgment, and follows the practices of the laboratory.Responsible for all routine communications between the customer and the laboratory from initial customer account processing to invoicing for services rendered.Processing of customer administrative information necessary for business operations.Clarification of client’s requests for services and, if necessary, referring such requests to the manager of laboratory operations.Checking on sample progress to ensure that reporting deadlines are met.Validating sample administrative information prior to reporting of results and maintenance of files that permit proper documentation of the samples.Generation of sample test report results according to the requirements of laboratory policy.Communicating approved results to the customer according to predetermined customer requirements.Generation of customer invoices, which accurately reflect services performed.
