Customer Service Representative 3

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The Customer Service Representative 3 (H) receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer concerns via face-to-face, email, fax, telephone, and/or regular mail. This position also guides lower-level customer service staff and handles more complex or unusual problems.

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
• Researches all inquiries to address any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.
• Resolves routine and basic problems and communicates solutions or requested information to the customer. Verifies that appropriate changes/resolutions have been finalized.
• Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in applicable database.
• Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.
• Reviews and processes confidential information with discretion. 
• Adheres to University and unit-level policies and procedures and safeguards University assets

High School Diploma or equivalent 

Minimum 3 year of relevant experience 

·       Ability to communicate effectively in both oral and written form.

·       Ability to recognize, analyze and solve a variety of problems.

·       Ability to process and handle confidential information with discretion.

·       Ability to work evening, nights, and weekends as necessary.

·       Proficiency in computer software (i.e., Microsoft Office).

• Monitors the Pathology Department’s shared inbox, responds to inquiries, and routes messages to the appropriate team members to ensure timely follow-up.
• Communicates with clients, healthcare providers, external facilities, and internal departments to coordinate pathology services and case requests.
• Reviews orders, requisitions, and case materials for completeness and accuracy before processing pathology send-outs.
• Obtains pathologist approval and coordinates timely send-outs to ordering physicians, external laboratories, and other authorized recipients.
• Requests specimens, slides, blocks, reports, recuts, immunohistochemistry materials, and other documentation required for case completion.
• Prepares, verifies, tracks, and returns pathology cases and materials to authorized recipients or originating facilities within established turnaround times.
• Serves as a liaison between external facilities and Pathology Case Coordination to maintain accurate case coordination and information flow.
• Investigates missing specimens, incomplete documentation, and case discrepancies to prevent diagnostic delays.
• Collaborates with faculty, residents, fellows, clinicians, and laboratory personnel to locate materials and support timely diagnostic workflows.
• Provides frozen-section and cross-functional backup support and performs other duties as assigned to maintain service continuity.