Customer Care Representative (Full-Time)

OraSure Technologies Inc. (OTI) empowers the global community to improve health and wellness by providing access to accurate, essential information. Our ability to positively affect change is powered by the innovative tools and diagnostics we deliver to the market.

Together with its wholly owned subsidiaries, OTI provides its customers with end-to-end solutions.

It’s first-to-market, innovative products include rapid tests for the detection of antibodies to HIV and Hepatitis C (HCV) on the OraQuick platform; sample self-collection and stabilization products for molecular applications; and oral fluid laboratory tests for detecting various drugs of abuse.

Overview

Here at OTI, our innovative sampling tools and diagnostics unlock access to accurate, essential information that advances global health and well-being. Our products include molecular sampling kits for the genome and microbiome, and rapid diagnostics for infectious disease.

The Consumer Support Representative facilitates effective communication between the company and its consumers. Responsible for addressing inquiries via various channels, such as telephone and email, they possess a keen understanding of customer needs and demonstrate empathy in their interactions. This role involves identifying and forwarding complaints to the appropriate departments, operating independently within specified time constraints, and exhibiting excellent communication skills, both written and verbal. Consumer Support Representatives showcase adaptability, proficiency in utilizing call center technologies, and a commitment to troubleshooting issues promptly. Their flexibility extends to participating in diverse shifts, including weekends and holidays, reflecting a dedication to customer service that may require overtime when necessary.

This position is remote but it is required for training and on-call rotations to be onsite in Bethlehem.

• Answer incoming calls and field questions regarding our products as needed. Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Document consumer interactions according to procedures. Handle consumer complaints and route appropriately. Provide scripted responses with empathy and resolve consumer inquiries. Handle escalated calls with resource guidelines and route internally according to procedures.
• Interface with Operations and Accounting regarding special customer needs, returned goods, shipping methods, and discrepancies.
• Interface with field sales force regarding customer problems, messages, free goods, etc.
• Assist in training new employees as needed. Perform other duties as assigned by management.
• Continually maintain working knowledge of all company products, services, and promotions.

• One to two years college or equivalent experience with 1 to 3+ years customer service or related business experience.
• Previous work-at-home agent experience desirable.
• A reliable and high-speed internet connection is necessary for seamless communication while working remotely.
• Proficient knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint). Familiarity with SharePoint, OneDrive, and Teams.
• Strong oral and written communication skills are required to communicate effectively with external and internal customers and end users of OraSure products.
• Strong organizational skills are essential.
• The ability to effectively handle multiple priorities is a requirement for this role.
• Proficient typing and keyboard skills.
• Working knowledge of SAP/ERP desirable.
• Bilingual (English / Spanish) preferred.

OTI encourages applications from all qualified candidates who represent the full diversity of the communities in which we operate. We apply a rigorous, consistent, and equitable standard to the assessment of all candidates, regardless of race, color, national origin, sex (including pregnancy), sexual orientation, gender identity, disability status, age, religion, veteran status or any other protected characteristic. We are committed to creating a diverse and inclusive environment where all employees are welcomed and belong.

What we have to offer:

• Tiered Medical PPO, EPO, Vision and Dental coverage
• Disability and Life Insurance Benefits
• Generous 401K plan and company-matching contributions
• Highly competitive paid time-off
• Maternity Leave and Parental Leave Coverage
• Employee Referral Program – you may be eligible for a cash bonus if your referrals are hired
• Employee Assistance Program
• Employee Service Recognition
• Job-related Training Programs
• Ability to participate in Teams, Committees, Events and Clubs
• Depending on the role you may be eligible to work in a hybrid environment or fully remotely
• Free Onsite Parking

Please note, the above applies to full-time permanent positions.

Culture, People & Community

OTI recognizes that the long-term health of our business is directly connected to the health of the planet, local communities and OTI employees.

• LIVE IT Committee – committed to creating an environment that embodies our values
• All Means U: Employee Committee on Belonging hosts various events across all company locations such as monthly book club and mentorship program
• Wellness Committee empowers colleagues to make critical decisions to improve and protect health
• Sustainability Committee aims to minimize impact on the environment
• Social Committee who organize and run events for both remote and onsite employees, to create connection and community

At OTI, we have a clear vision; cultivate an environment of equal employment opportunity where we do not tolerate discrimination or allow the harassment of employees or applicants on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law with regard to any employment practices.

OTI aims to create and foster workplaces that reflects and contributes to the global communities in which we do business and the customers and partners we serve. This includes all communities impacted by our corporate presence. As part of this commitment, OTI and its subsidiaries will ensure employees and applicants are provided reasonable accommodation per request. If you require disability-related accommodation during the recruitment process, please contact Rebecca Zeleney at rebecca.zeleney@dnagenotek.com. OTI will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.