Client Engagement Specialist

Eurofins Clinical Diagnostics; Fairfield (OH); On-site; USD 22,041 - 24,796; Full time

Benefits offered by this job

Comprehensive medical coverage

401(k) with company match

Paid vacation and holidays

Job summary

A leading clinical diagnostics company in Ohio is looking for an entry-level Client Engagement Specialist. The role involves responding to client inquiries via phone and email, managing case updates, and ensuring a high level of service. Candidates should have a high school diploma with at least 3 years of customer service experience. Excellent benefits are offered along with a full-time schedule.

Qualifications

• 3+ years of experience in customer service.
• Strong administrative skills to keep each account needs organized.
• Knowledge of DNA or diagnostic testing preferred.

Responsibilities

• Answer 50+ incoming phone calls daily.
• Respond to 50+ email inquiries in a professional manner.
• Triage and support inquiries related to sample status.

Skills

Customer service experience

Strong written communication skills

Active listening skills

Problem-solving skills

Education

High school diploma/GED

Tools

Microsoft Office

Job description

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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 - $18.00/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 950 laboratories in 60 countries and more than 65,000 employees.

The Client Engagement Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Client Engagement Specialist serves to execute tactical client needs expeditiously. They work to ensure the successful delivery of services to clients and their customers.

This position reports to the Client Success Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Client Engagement Specialist must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services.

DUTIES/RESPONSIBILITIES

• Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations
• Meticulously communicate through resolution when resolving client concerns and/or elevate issues to the Client Success Manager appropriately.
• Answer 50+ incoming phone calls from accounts and patients daily
• Make 50+ outbound phone calls to alert accounts of challenges with cases
• Respond to 50+ email inquiries in a professional and timely manner daily
• Effectively triage and support inquiries related to sample status, turnaround time, redraws, payments, portal access, and supplies.
• Scheduling support for Immigration Cases
• Correspond with clients on help and case adjustments to verify or obtain missing information
• Quality check daily cases to ensure the appropriate fees were assigned
• Take initiative to help team members when needed
• Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
• Work effectively with teammates, manager, and other DDC teams

Qualifications

• High school diploma/GED required
• 3+ years of experience in customer service
• Comfortable with Microsoft Office (Word, Excel, Teams, Outlook, etc.)
• Strong administrative skills to keep each account needs organized and tracked appropriately
• Strong written communication skills including proper email etiquette and formatting
• Excellent active listening skills
• Ability to establish trust and collaborate with others
• Strong verbal communication skills including empathy, ownership, and the ability to de-escalate
• Knowledge of DNA or diagnostic testing is preferred
• Self‑motivated and able to work with minimal supervision
• Team player mentality and excellent problem‑solving skills

Additional Information

Compensation:

• $16.00-$18.00/hour

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.

Seniority level

Entry level

Employment type

Full‑time

Job function

Customer Service