Client Experience Center Manager

Microbac; Richmond (VA); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Generous paid time off (vacation, HOL,

Flextime

Wellness program

Referral bonus

Tuition reimbursement

Job summary

Microbac is seeking a Service Center Manager in Richmond, VA to deliver world-class customer experience and manage the front-office and administrative functions. The role partners with management and operations to resolve client questions, prepare reports, and maintain facility operations.

A strong focus on communication and coordination with field services is essential. The position requires a Bachelor’s in sciences or equivalent experience, with preference for prior lab exposure and

Qualifications

• Bachelor’s Degree in a field related to the Sciences or equivalent experience.
• Prior customer service experience is required.
• Prior commercial laboratory experience preferred.

Responsibilities

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute administrative duties such as making and fielding calls, emailing and faxing documents, data entry and other clerical functions.
• Maintain professional contact with assigned clients.
• Prepare and review reports and develop informational materials.
• Review COA and invoice with customers during onboarding to verify tests and reporting formats.
• Respond to customer inquiries by phone and email, provide results and follow up with solutions.
• Notify customers of test results that are late or out-of-spec and document interactions.
• Field incoming leads and transfer to appropriate sales or service teams.
• Collaborate with technical staff to uncover solutions to client needs.
• Set up accounts, file documents, and ensure proper documentation.
• Verify chain of custody forms and schedule work.
• Assist with logging and tracking of client test samples, bottle kit prep and shipping.
• Coordinate with Quality Manager to ensure accurate data reporting.
• Support Service Center Field Services team and back up the Supervisor.
• Manage the service center facility and related suppliers/vendors for maintenance and safety.

Skills

Customer service

Communication

Education

Bachelor’s Degree in sciences

1 year of relevant experience

Job description

Microbac is seeking a Service Center Manager in Richmond, VA to deliver world-class customer experience and manage the front-office and administrative functions. The role partners with management and operations to resolve client questions, prepare reports, and maintain facility operations.

A strong focus on communication and coordination with field services is essential. The position requires a Bachelor’s in sciences or equivalent experience, with preference for prior lab exposure and