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.