About the role
Job Description
The Client Service Specialist shall:
Customer Support (Primary Function)
* Manage inbound and outbound client calls and emails to address questions, requests, and service needs. * Use active listening skills to confirm, clarify, and document client information accurately. * Act as a primary point of contact for assigned clients, providing courteous, responsive, and professional support. * Establish and maintain positive working relationships with clients by understanding their needs and expectations. * Address routine client inquiries and concerns promptly; escalate more complex issues as needed. * Provide basic technical or product support and assist in problem resolution under established guidelines.
SSR & Case Management
* Manage assigned Sample Service Requests (SSRs) from intake through resolution. * Ensure SSRs are clearly documented, accurate, and understandable prior to submission to testing departments. * Monitor SSR response times and follow up to support timely resolution and closure. * Maintain detailed and accurate documentation of case activity and client communications.
Orders & Reporting Support
* Support order‑related workflows by coordinating with testing departments and internal teams. * Manage send‑out and report workflows to help ensure results are released as they become available. * Assist with corrected report workflows. * Identify potential delays or issues and communicate appropriately within the team.
Requisition & Account Updates
* Assist with requisition updates and corrections according to established processes. * Manage requisition archive workflows to ensure proper documentation and record retention. * Maintain accurate client account and LabVantage (LV) updates within systems. * Ensure all records are complete, timely, and compliant with documentation standards.
Client Communication & Follow‑Up
* Manage client support emails and ensure timely responses that meet service expectations. * Maintain detailed documentation of all client interactions and follow‑up activities. * Gather client feedback during routine interactions and share insights with the team. * Monitor client usage and activity and flag concerns or trends when identified.
Collaboration & Escalation
* Work collaboratively with Account Executives, testing departments, and client service team members. * Escalate complex, urgent, or unresolved issues to senior staff or management following established protocols. * Communicate client feedback and service challenges to internal teams as appropriate.
Internal Coordination & Quality Compliance
* Assist with client operational notifications, such as FedEx delays or system outages, under guidance. * Adhere to Eurofins DPT’s Quality Management System, including: * Compliance with standard operating procedures * Training requirements * Good documentation and recordkeeping practices * Ensure all client interactions meet ethical, legal, confidentiality, and data security standards.
Performance Expectations
* Meet established client service performance metrics, including response time and service quality. * Demonstrate accuracy, professionalism, and consistency in daily client interactions. * Maintain a collaborative, team‑oriented approach to achieving department goals. * Actively participate in training and professional development to enhance client service skills. * Contribute to a positive client experience by following processes and supporting continuous improvement efforts.
Qualifications
MINIMUM EDUCATIONAL REQUIREMENTS
* High school diploma or GED
Preferred Education:
* Associate's or bachelor's degree in a related field, such as biology or chemistry
WORK EXPERIENCE REQUIREMENTS
* 2-4 years of customer service support experience * Strong verbal and written communication skills * Effective time management, organizational skills, and the ability to multi-task and prioritize with minimal assistance * Ability to partner effectively with management and laboratory teams * Excellent communication, inter-personal, and negotiation skills * Intermediate Excel, Word, PowerPoint, Outlook, and other systems * Ability to work in a controlled environment and within Quality Systems under regulatory requirements
Preferred Qualifications:
Laboratory Experience: While not a strict requirement, we highly value candidates with prior laboratory experience. This could include internships, research assistant positions, or work in a similar scientific & health related setting.
POTENTIAL ENVIRONMENTAL FACTORS
* This laboratory carefully maintains all hazardous materials. All employees must abide by Eurofins DPT’s Safety and Exposure procedures. * For a list of potential chemical hazards, see appropriate SDS standards sheet.
Additional Information
Compensation:
* $20-23 per hour
Schedule:
* 1st shift 0800-1630, Mon-Fri.
What we offer:
* Excellent full time benefits including comprehensive medical coverage, dental, and vision options * Life and disability insurance * 401(k) with company match * Paid vacation and holidays
Eurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.