Client Services Lead — Process, Training & KPIs

Eurofins Clinical Diagnostics; Fairfield (OH); On-site; USD 44,000 - 60,000; Full time

Benefits offered by this job

401(k) with company match

Paid vacation and holidays

Medical, dental, vision coverage

Job summary

Eurofins USA Clinical Diagnostics in Fairfield, OH seeks a Client Services Supervisor to lead and optimize our contact center. You will guide process improvements, manage escalations, and partner with teams to ensure high-quality service.

The role emphasizes training, staffing, and achieving SLAs while promoting a culture of efficiency. The ideal candidate will have a Bachelor's degree or equivalent, strong leadership, and excellent communication skills, with a track record of driving measurable

Qualifications

• Bachelor's degree or equivalent professional experience in a related field.
• Strong leadership experience and track record of driving change.
• Excellent interpersonal and communication skills with the ability to influence outcomes.
• Strong analytical skills with ability to derive actionable insights from KPIs.
• Proven project management skills and ability to manage multiple priorities.

Responsibilities

• Own the resolution of escalated client concerns via calls, emails, faxes and chats.
• Oversee daily work volume and reallocate resources to meet SLAs.
• Identify process bottlenecks and champion compliant, efficient solutions.
• Establish SME knowledge of Client Services roles and cross-team interfaces.
• Maintain product and process knowledge; communicate needs and explain offerings.
• Lead staffing, productivity, and KPI-driven initiatives with supervisors.

Skills

Leadership

Interpersonal skills

Analytical

Project management

Microsoft Office

Communication

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Eurofins USA Clinical Diagnostics in Fairfield, OH seeks a Client Services Supervisor to lead and optimize our contact center. You will guide process improvements, manage escalations, and partner with teams to ensure high-quality service.

The role emphasizes training, staffing, and achieving SLAs while promoting a culture of efficiency. The ideal candidate will have a Bachelor's degree or equivalent, strong leadership, and excellent communication skills, with a track record of driving measurable