Job Description

LABORATORY EXPRESS

Position: Live Chat Representative

Department: Digital Customer Experience & Support
Employment Type: Full-Time
Work Arrangement: 100% Remote
Compensation: $27.00 - $32.00 per hour

POSITION SUMMARY:

Laboratory Express is seeking a skilled Live Chat Representative to provide real-time digital support to our patients, healthcare providers, and clinical partners through our online chat platform. This remote position requires excellent written communication skills, the ability to multitask across multiple chat conversations, and a commitment to delivering outstanding customer service in a fast-paced digital environment.

KEY RESPONSIBILITIES:

• Respond to customer inquiries via live chat platform in real-time with accuracy, professionalism, and empathy
• Handle multiple simultaneous chat conversations while maintaining quality and personalization
• Provide information about laboratory tests, services, pricing, specimen collection requirements, and result turnaround times
• Assist customers with online account registration, portal navigation, password resets, and technical troubleshooting
• Guide patients through the online test ordering process and appointment scheduling system
• Address billing inquiries, insurance questions, and payment processing through secure chat channels
• Troubleshoot and resolve customer issues efficiently while maintaining a positive chat experience
• Escalate complex technical or medical inquiries to appropriate departments or supervisors
• Use pre-approved scripts and templates while personalizing responses to customer needs
• Document all chat interactions accurately in the CRM system with detailed case notes
• Proactively identify opportunities to improve customer experience and provide feedback to management
• Monitor chat queue and maintain target response times and service level agreements
• Stay current on laboratory services, testing procedures, policies, and system updates through ongoing training
• Collaborate with phone support team and other departments to ensure seamless omnichannel support
• Meet or exceed performance metrics including chat volume, resolution rate, customer satisfaction, and quality scores

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent (Associate's degree preferred)
• 1-2 years of live chat, customer service, or online support experience
• Exceptional written communication skills with strong grammar, spelling, and punctuation
• Typing speed of 60+ WPM with high accuracy
• Ability to manage multiple chat conversations simultaneously (3-5 concurrent chats)
• Strong multitasking abilities and excellent time management skills
• Proficiency with chat software platforms and CRM systems
• Experience with web browsers, troubleshooting basic technical issues, and navigating multiple systems
• Comfortable working in a fast-paced digital environment with high chat volume
• Reliable high-speed internet connection (minimum 25 Mbps download speed)
• Dedicated quiet workspace free from distractions and background noise

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