Customer Support Associate

Who we are? As the worlds largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide.

Our Culture

CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work

CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skills—offering reimbursement for educational programs and participation in events that enhance your skills

We offer a generous compensation and benefits package, 401K, and more — visit Careers at the CAP (https://www.cap.org/careers-at-the-cap) for more details

Brief Description

The Customer Support Associate is responsible for:

Providing quality customer support in the research and resolution of customer financial inquiries related to billing, payments, refunds, document requests and overall customer financial account.

Providing front line support as a primary Finance ACD line agent in receiving customer inquiries via phone, fax, chat and email.

Working independently with overall direction of the CFS Customer Support Supervisor.

Specific Duties

Primary duties and responsibilities of the Customer Support Associate:

Provide quality customer support as a primary Finance agent in responding to incoming customer inquiries received via phone, fax, chat, and email.

Directly assist customers with inquiries related to: account inquires, invoice copies, statement copies, account balances, billing and payment confirmations.

Prepare and submit documentation for customer refund requests.

Support ongoing departmental initiatives with customer account maintenance to resolve aged account detail, resulting in current outstanding items reflected on customer statements.

Other duties as assigned by the CFS Customer Support Supervisor.

Knowledge / Skills Required / Preferred

Personal:

Strong communication skills

Strong planning and organizational skills

Detailed oriented.

Solid leadership values of Partnership, Respect, Accountability, Communication and Excellence.

Professional:

Strong customer service skills

Ability to apply technical knowledge appropriately.

Knowledge of Accounts receivable, Cash application and order processing.

Technical:

Computer skills including Microsoft Office and A/R system software.

Education / Experience

Education:

High School graduate

Experience:

2 years experience in accounting, customer service or related field.

Related certifications:

N/A

“The College of American Pathologists requires all new hires in customer-facing roles to be fully vaccinated for COVID-19 prior to the first date of employment. If you are unsure whether this position is customer-facing, please inquire with Human Resources. As required by applicable law, The College of American Pathologists will consider requests for Reasonable Accommodations.”

Equal Opportunity Employer The CAP is an equal opportunity/affirmative action employer, providing equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, creed, color, religion, sex, gender identity and/or expression, national origin, age, ancestry, disability or genetic information, military status, sexual orientation, marital status, citizenship status, order of protection status, homelessness, or any other characteristic protected by federal law and the applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act Equal Employment Opportunity Employee Polygraph Protection Act

Job Details

Pay Type Hourly