Client Services Support
Client Services Support
Posted on :
14-01-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
14-01-2025
Job Description
- Manage phones through intake calls or making calls to clients to address their needs
- Engaging in active listening with clients confirming or clarifying information
- Manage SSR workflow and response time to ensure testing department SSRs are clear and understandable to client they are correct and resolution/closures are timely
- Assist with supply requests
- Manage send out and report workflow to ensure testing department is sending results as results become available
- Manage support emails to assist in responding to clients needs and ensure a timely response to our clients
- Managing Client Interaction documentation
- Effectively communicate with Donor Service Team
- Manage Client Operational Notifications such as Federal Express Delays System Outages etc.
- Manage Corrected Report workflows to ensure testing departments are releasing reports in a timely manner
- Manage requisition archive workflow
- Establish and maintain strong positive relationships with clients
- Act as primary point of contact between the client and the organization
- Understand the clients needs preferences and expectations
- Address client inquiries concerns and issues promptly and effectively escalate issues appropriately
- Provide technical or product support as needed and as appropriate
- Troubleshoot problems and work to find suitable solutions
- Maintain detailed client records and account information
- Monitor client usage and activity
- Gather feedback from clients to understand their satisfaction and concerns
- Analyze feedback to identify trends and areas for improvement
- Provide recommendations to the organization based on client input
- Prepare regular reports on client engagement satisfaction and key performance indicators (KPIs)
- Maintain detailed records of client interactions and communications
- Collaborate with sales marketing product development and other teams to meet client needs
- Communicate client feedback and requirements to internal teams
- Make decisions and resolve issues independently when possible
- Escalate complex or critical client issues to appropriate teams or management
- Stay updated on industry trends and best practices in client service
- Suggest and implement process improvements to enhance client satisfaction
- Meet or exceed client service performance metrics such as response time client satisfaction scores and revenue targets
- Ensure all client interactions adhere to ethical and legal standards
- Maintain client confidentiality and data security
- Be prepared to handle and communicate effectively during crisis or client emergencies
- Continuously develop and enhance client service skills through training and professional development opportunities
- Work effectively as part of the client service team to achieve common goals and objectives
- In order to meet Eurofins DPTs quality policy and objectives all employees are expected to meet basic expectations of Eurofins DPTs quality management system including but not limited to good workmanship adherence to standard operational procedures training good documentation practices and accurate recordkeeping.
Qualifications :
- High school diploma or GED required
- Associates or Bachelors degree in a related field such as biology or chemistry preferred
- 2 years of customer service support experience
- Strong verbal and written communication skills
- Effective time management organizational skills and the ability to multitask and prioritize with minimal assistance
- Ability to partner effectively with management and laboratory teams
- Excellent communication interpersonal 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
- 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.
- This laboratory carefully maintains all hazardous materials. All employees must abide by Eurofins DPTs Safety and Exposure procedures. This includes using the provided safety clothing and equipment.
- For a list of potential chemical hazards see appropriate SDS standards sheet.
Additional Information :
Compensation:
- $20 $23 hourly
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 is a M/F Disabled and Veteran Equal Employment Opportunity and Affirmative Action employer.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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