Client Engagement Specialist

Eurofins Clinical Diagnostics; Fairfield (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

Ein etabliertes Unternehmen im Bereich DNA-Diagnostik sucht einen Client Engagement Specialist, der eine außergewöhnliche Erfahrung für unsere Partner und Kunden bietet. In dieser Rolle sind Sie verantwortlich für die Bearbeitung von Anfragen, die Durchführung von Anrufen und die Lösung von Problemen. Sie arbeiten eng mit internen und externen Teams zusammen, um sicherzustellen, dass die Dienstleistungen effizient und erfolgreich erbracht werden. Wenn Sie ein Teamplayer mit hervorragenden kommunikativen Fähigkeiten sind und eine Leidenschaft für Kundenservice haben, könnte dies die perfekte Gelegenheit für Sie sein. Werden Sie Teil eines dynamischen Teams, das sich der Bereitstellung von hochwertigen Dienstleistungen verschrieben hat.

Qualifications

• Mindestens 3 Jahre Erfahrung im Kundenservice erforderlich.
• Starke organisatorische und administrative Fähigkeiten.

Responsibilities

• Beantworten von über 50 eingehenden Anrufen täglich.
• Unterstützen von Anfragen zu Probenstatus und Zahlungen.

Skills

Kundenservice

Microsoft Office

Organisation

Schriftliche Kommunikation

Aktives Zuhören

Teamarbeit

Problemlösungsfähigkeiten

Education

High School Diplom oder GED

Job description

1 week ago Be among the first 25 applicants

DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers globally. Our diverse product portfolio includes 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 headquarters and DNA testing laboratory are located 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.

Eurofins has grown from a single laboratory in Nantes, France, to a network of 900 laboratories worldwide, employing 55,000 staff. They offer over 200,000 analytical methods to assess the safety, identity, composition, authenticity, origin, traceability, and purity of biological substances and products.

Job Description

The Client Engagement Specialist provides an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, they execute client needs efficiently to ensure the successful delivery of services to clients and their customers.

This position reports to the Client Success Manager and involves responding to service and sales inquiries via calls, emails, and faxes. Successful candidates should attentively listen, understand client needs, and recommend suitable services.

Essential Duties

• Answer 50+ incoming calls daily from accounts and patients
• Make 50+ outbound calls to notify accounts of case challenges
• Respond to 50+ email inquiries daily in a professional manner
• Troubleshoot issues and collaborate with internal and external teams to implement solutions promptly, minimizing disruptions
• Communicate clearly during issue resolution and escalate to the Client Success Manager when necessary
• Support inquiries related to sample status, turnaround times, redraws, payments, portal access, and supplies
• Assist with scheduling for Immigration Cases
• Correspond with clients to verify or obtain missing case information
• Perform daily quality checks to ensure correct fees are applied
• Support team members proactively when needed
• Follow DDC procedures to align with company mission and vision
• Collaborate effectively with teammates and other departments

Qualifications

Knowledge, Skills, & Abilities:

• High school diploma or GED required
• At least 3 years of customer service experience
• Proficiency with Microsoft Office tools
• Strong organizational and administrative skills
• Excellent written communication and email etiquette
• Active listening skills
• Ability to build trust and collaborate
• Effective verbal communication with empathy and de-escalation skills
• Knowledge of DNA or diagnostic testing is a plus
• Self-motivated with minimal supervision
• Team-oriented with problem-solving skills

Additional Information

Pay starts at $16.00/hour

Work onsite at 1 DDC Way, Fairfield, OH 45014

Training Schedule

• Monday - Friday, 9:00am - 5:30pm

Post-Training Schedule

• Monday - Friday, 8:30am - 5:30pm

Eurofins USA Clinical Diagnostics is an Equal Opportunity Employer, including considerations for disabled and veteran applicants.