Route Service Representative

Route Service Representative

The Route Service Representative (RSR) is the public-facing representative and ambassador of ***. This position is responsible for daily route operations, including the accurate tracking, sorting, storing, and transporting of patient specimens and materials such as supplies and results. The RSR ensures quality service while upholding company values and compliance standards.

• Comply with all company policies and procedures, including timekeeping, attendance, vehicle safety, cleanliness, OSHA requirements, dress code, and code of conduct.
• Safely and promptly transport specimens, supplies, reports, and materials to designated destinations.
• Maintain a valid driver's license and an acceptable driving record in line with company standards.
• Ensure all route tools and equipment are prepared prior to starting (e.g., scanner, logs, bags, coolers, dry ice, phone, keys).
• Follow assigned route schedules, including will-call and special pickup requests.
• Preserve specimen integrity during transport, using temperature-specific carry bags and coolers.
• Follow all documentation protocols for sensitive materials, including frozen or irreplaceable specimens.
• Leave door hangers as needed and report service issues to supervisors for follow-up.
• Communicate with Dispatch before leaving service areas to confirm all pickups are completed.
• Keep route details and client notes current.
• Attend and be punctual for all required meetings and training.
• Maintain and care for company equipment (vehicles, scanners, phones); report any issues promptly.
• Gather and report customer satisfaction insights to logistics management.
• Uphold professionalism and embody the Five Guiding Principles and Everyday Excellence standards:

• Agility
• Customer Focus
• Transparency
• United as One Team
• Performance Oriented

• Valid driver's license
• At least 1 year of driving experience
• A clean motor vehicle record (no more than 3 moving violations in the past 36 months)

1 year of experience in customer service, logistics, or delivery-related role

• Frequent travel required
• Prolonged periods of standing, sitting, walking, and driving
• Frequent use of phones and handheld devices
• Fine hand dexterity and steady hands
• Ability to lift up to 25 lbs routinely; up to 40 lbs occasionally; carry up to 15 lbs for extended periods
• Effective communication skills in English
• Visual acuity for detail and low-light environments
• Physical tasks include bending, kneeling, reaching, twisting, pushing, pulling, and balancing

• General computer literacy
• Familiarity with handheld scanner devices (preferred)
• Excellent customer service and interpersonal skills
• Strong problem-solving, decision-making, and collaboration skills
• High integrity and professionalism
• Effective communication, patience, and sincerity
• Ability to handle urgency with composure
• Self-motivated with a drive for results
• Respectful, humorous, and approachable demeanor