Client Services Representative l

Company Overview

DNA Diagnostics Center is the world leader in DNA relationship testing processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity Immigration and other DNA Relationship services for consumers government agencies healthcare providers and legal professionals; PeekabooTM Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters including our DNA testing laboratory is based in Fairfield OH in the greater Cincinnati Area. DDC is part of Eurofins a global scientific company with over 800 laboratories in 50 countries and more than 50000 employees.

Opportunity Overview

A successful Client Services Representative (CSR) is genuinely excited about helping people while creating a positive experience for clients. The ideal candidate is an excellent communicator ensuring engaging and efficient first call resolutions. Success in this role involves providing accurate information maintaining confidentiality and collaborating with internal teams to solve customer issues. If youre committed to delivering outstanding service and thrive in a fast-paced environment wed love to have you on our team.

This position offers the opportunity to work from home after completing 90 days of in-office training and meeting required performance metrics.

Essential Duties & Responsibilities

• Field 30-40 inbound and/or outbound calls per day requiring active listening and documenting client interactions and details of inquiry
• Effectively triage and support inquiries related to sample status turnaround time recollects payments and accessing results
• Explain DDCs products and services in a professional manner via phone email text message or chat
• Engage with callers while communicating warmth empathy and patience throughout interaction
• Verify callers and handle case and tested party information maintaining the strictest confidentiality
• Ensure that appropriate actions are taken to resolve customer problems and concerns
• Escalate customer needs that require additional knowledge or ability to leadership
• Timely communication with other departments via email chat and/or ticketing systems
• Follow DDC procedures and guidelines to ensure that DDCs services are offered in a manner consistent with our mission and vision statements
• Other duties as assigned or become evident

Qualifications :

Knowledge Skills & Abilities

• High school diploma/GED preferred
• One (1) years previous experience within a call center or customer service environment preferred
• Acquire and maintain up-to-date knowledge of retail and direct-to-consumer (DTC) or government channels and products in order to provide complete and knowledgeable service
• Strong verbal communication skills including active listening
• Service-oriented and able to empathetically address customer grievances
• Ability to cope with difficult customer situations
• Effective problem-solving skills including identifying the root cause of issues and potential solutions
• Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality
• Proficient typing skills with the ability to learn new software

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of a headset and phone to communicate with customers.
• Regular interaction via digital communication platforms.
• Communicating with others to exchange information.

Additional Information :

Schedule:

• Monday-Friday 8:30am-5:30pm

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.

Remote Work :

No

Employment Type :

Full-time