Customer Service Rep

Hybrid customer service representative position located in our Lawrence, MA office. Working hours M‑F 11:30am EST to 8:00pm EST.

Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).

• Under close supervision, acquires job skills and learns company policies and procedures to complete routine tasks.
• Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.
• Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.
• Assists clients with requests for changes to their requisitions, critical values, and patient information.
• Documents all calls into appropriate systems.
• Instructs (assists) clients with test ordering, specimen preparation, packaging, and shipping specimens.
• Takes supply orders, sets up standing orders and arranges for the appropriate delivery time and any related reports as needed.
• Keeps up to date in all technical information and new policies and procedures.
• Communicates with Sales and Clinical Support Reps about clients.
• Communicates with all departments to resolve client questions and problems in a timely manner.
• May refer to senior staff for assistance with day‑to‑day problems that may arise.
• Escalates issues to supervisor for resolution, as deemed necessary.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to lift up to 20 lbs.
• Must be able to sit for an extended period of time.

High School Diploma required.

• 0 – 1 year’s related experience.
• Prior call center experience and/or multi‑line phone system.

Hourly Rate: $18 – $27, depending on work location and qualifications including relevant education, work experience, skills, and competencies.

This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, and parental leave.

Fresenius Medical Care maintains a drug‑free workplace in accordance with applicable federal and state laws.

EOE, disability/veterans