The Company:

Headquartered in Louisville, Kentucky, 3DR Labs, the largest 3D medical image post-processing lab in the U.S., provides 24/7/365 access to more than 200 expert radiologic technologists and to state-of-the-art imaging software. Founded in 2005, 3DR Labs provides services to over a thousand hospital imaging departments, stand-alone imaging centers, and radiology practices. Turnaround times for CT and MRI exams are guaranteed within hours or even minutes. With 3DR Labs, hospital imaging leaders have access to a high level of expertise and experience a truly collaborative relationship.

Visit us online at https://3drlabs.com to learn more about us.

We are actively looking for a Customer Support Lead to join our team!

This is a REMOTE/VIRTUAL role and is open to candidates from the following states where we already have established operations: AL, AR, AZ, FL, GA, IA, IL, IN, KS, KY, LA, MI, MS, NE, OH, OK, OR, PA, SC, SD, TN, TX, UT, WA, WI, WV.

Job Summary:

The Customer Support Lead, under the direction of the Customer Support Supervisor, is primarily responsible for serving as a resource for Customer Support Specialist team members. The Customer Support Specialists are responsible for creating continuity between 3DR Labs’ customers and the floor techs completing the post-processing of cases. Our customers are hospitals that send us images for evaluation and processing. Similar to a call center/contact center role, responsibilities include order entry, customer follow-up, order delivery notification, and communication with the technical staff regarding customer calls. The Customer Support Lead has a strong commitment to exceptional customer service and continuously works to streamline processes within the department. The Customer Support Lead works directly with other departments to support 3DR’s goal of excellent patient care. 

Responsibilities:

• Act as a role model for other specialists. Provide guidance and support to co-workers by answering questions and sharing expertise in a positive, supportive manner. 
• Responsible for providing secondary oversight of the lab workflow in direct support of the customer support supervisor. Collaborate with the supervisor to promote an environment of continuous improvement. 
• Independently complete job duties of a customer support specialist with minimal errors. 
• Adhere to all policies and procedures as outlined for the Customer Support team.
• Communicate with customers via telephone, fax, or e-mail with high professionalism. Provide outstanding, world-class customer service to our supported customers. 
• Dedication to profoundly impacting patient care. 
• Collaborate with other professional colleagues across all departments of 3DR. 
• Champion of teamwork. 
• All other duties as assigned. 

Required Skills/Abilities: 

• Excellent organizational, analytical, and problem-solving skills. 
• Critical thinking skills, decisive judgement, and the ability to work with minimal supervision in a high-volume department. 
• Excellent interpersonal and communication skills. Demonstrated professional demeanor speaking with colleagues, peers, and team members at every level of the organization. 
• Service-oriented and able to resolve customer grievances. 
• Ability to be self-motivated and work independently in a remote work environment, as well as in a team environment. We use specific metrics that will demonstrate how you are spending your time in a remote setting. 
• Champion of teamwork and approaches teammates respectfully and in the spirit of continuous improvement. 
• Share expert knowledge with co-workers and encourages excellent quality work. 
• Professional review of colleague’s work, providing guidance, sharing new ideas and information in a professional manner. 
• This position may involve working non-traditional hours including evenings and weekends and occasional holidays to ensure continuation of operations. 

Desired Education and Experience: 

• High school diploma or equivalent. 
• Experience in a healthcare setting preferred. 
• Excellence written and verbal communication skills required. 
• Customer service/call center work experience preferred. 
• Basic use of office equipment (phone, computer, fax) and Microsoft Office required. 
• Knowledge of cross-sectional anatomy, physiology, and medical terminology preferred. 

Supervisory Responsibilities: 

• None. 

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer. 
• Ability to maintain considerable concentration with frequent time pressures and occasional interruptions. 
• Ability to maintain visual attention for considerable lengths of time. 

EEO 

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status. We require an inclusive environment free from discrimination and harassment.