Client Services Representative

Overview:

Business Title: Client Services Representative I

Position Title: Client Services Representative I

Division: Consumer Products Services

Entity: Consumer Products Services - ATL

Reports to: Laboratory Manager

FLSA: Non-exempt

Hours Worked: Typically, Monday through Friday, forty-hours per week.

However, must be flexible to meet the needs of the department and complete other projects as assigned.

Position Summary:

The Client Services Representative I is responsible for performing client-related activities, ensuring high-quality customer experience and maintaining strong client relationships.

Compensation Range: $20 - $22 an hour (e.g., the job posting is not necessarily reflective of actual compensation that may be earned, and actual compensation is subject to variation due to such factors as locations, education, experience, and skillset).

Duties and Responsibilities:

• Establish relationships with clients to ensure open communication and trust in the business.
• Handle client notifications: status of testing underway, unexpected data results, delays in reporting, etc.
• Coordinate calls between laboratory personnel and clients; keep notes of follow-up items to ensure all objectives are met.
• Assist with client requests for new testing (creating bids, returning quotes).
• Coordinate with laboratory personnel on new testing (sample submission process, scheduling, result reporting process, etc.)
• Handle client issues and service issues.
• Perform other essential tasks and responsibilities as required.

Skills & Proficiencies:

• Good verbal and written communication skills; ability to generate meaningful reports as requested.
• Excellent computer skills, including MS Office Suite; ability to learn new programs/software.
• Ability to work with all personality types and professionally communicate with frustrated or disappointed internal and external partners.
• Ability to maintain sensitive business information confidentially.
• Ability to manage work and adjust work flows as necessary to ensure business needs are met.
• Ability to stay organized while simultaneously handling multiple clients and multiple contacts within those client organizations.

• Ensure compliance with required training, safety, and quality programs.

Education and Experience:

• Bachelor’s Degree in Business, Communications, or related field.
• 1+ years of related experience in a customer service environment
• Exposure to a scientific discipline preferred.

An equivalent combination of education and experience may be accepted in lieu of above.