Client Services Specialist

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. 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. 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.