Call Center Representative

Eurofins Clinical Diagnostics; Fairfield (OH); On-site; USD 33,000 - 38,000; Full time

Benefits offered by this job

Comprehensive medical coverage

401(k) with company match

Paid vacation and holidays

Life and disability insurance

Job summary

A leading company in DNA diagnostics is seeking a Call Center Representative who excels in customer communication and problem-solving. This role involves attending to a high volume of calls, providing accurate information about DNA services, and ensuring a positive client experience. You will benefit from full-time employee perks after the completion of initial training.

Qualifications

• One year of previous experience in call center/customer service preferred.
• Proficient typing skills with the ability to learn new software.
• Ability to handle difficult customer situations.

Responsibilities

• Field 40-50 inbound/outbound calls per day.
• Support inquiries related to sample status and payments.
• Engage with callers while maintaining confidentiality.

Skills

Active Listening

Problem-Solving

Verbal Communication

Empathy

Education

High School Diploma/GED

Job description

21 hours ago Be among the first 25 applicants

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Eurofins Clinical Diagnostics provided pay range

This range is provided by Eurofins Clinical Diagnostics. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$16.00/hr - $17.00/hr

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 50,000 employees.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

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 50,000 employees.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

Job Description

A successful Call Center Representative 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 you’re committed to delivering outstanding service and thrive in a fast-paced environment, we’d 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 40-50 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 DDC’s 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 DDC’s services are offered in a manner consistent with our mission and vision statements
• Other duties as assigned or become evident
  
  

Qualifications

• High school diploma/GED preferred
• One (1) year’s 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

ScheduleMonday-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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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