Client Services Supervisor

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

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.

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 Services Supervisor is a dynamic leader passionate about maximizing employee potential to improve client outcomes. Providing leadership and guidance over process and training within the contact center, the Client Service Supervisor advances impactful process improvements. They remove barriers for the Client Service team and set the tone for a high-performance culture that emphasizes quality and efficiency.

Operating with accuracy and integrity, the Client Services Supervisor serves to anticipate and meet strategic customer and employee needs proactively. They work in conjunction with Client Service Representatives to ensure the successful delivery of services.

Essential Duties & Responsibilities

• Own the resolution of escalated client concerns in the form of calls, emails, faxes and chats.
• Oversee and support assignment of daily work volume and re-allocation of resources to meet SLAs
• Identify process bottlenecks and workflow inefficiencies, championing solutions that are approved by internal stakeholders and that are compliant with external regulations and requirements.
• Establish subject matter expertise regarding roles/responsibilities of the Client Services team and intersections with other functional teams.
• Maintain extensive and accurate product and process knowledge by regularly communicating to understand needs and explain products.
• Partner with other supervisors to achieve KPIs through managing staffing, productivity, and efficiency.
• Create and implement strategy around process communication, creating a culture of awareness, transparency, and continuous process improvement
• Identify trends and assess department needs for training and standard operating procedures
• Develop and maintain a strategy for contact center training, including delivery, content, and schedule for new hires and current employees requiring remedial training
• Lead piloting of new channel, product, or systems initiatives while overseeing documentation of workflow and adoption within the contact center.
• Provide recommendations on how to maximize efficiency within the contact center.
• Engage in the interview and selection process and oversee new hire onboarding and assimilation.
• Provide effective feedback during annual appraisals, counseling and discipline, and recognition.
• Other duties as assigned or become evident

Qualifications

• Bachelor's degree or equivalent professional experience with demonstrated success in similar roles
• Leadership experience required
• Strong will to drive impactful change and continuously challenge the status quo
• Excellent interpersonal skills, creating a supportive work culture while compelling others to achieve
• Strong conflict resolution skills, including proactively identifying issues and advancing practical solutions
• Strong analytical skills, evaluating KPIs to form actionable insights and provide recommendations.
• Strong decision-making skills, setting a course of action despite changing variables
• Demonstrated ability to interact with and effectively present to senior leadership
• Excellent project management skills, managing multiple priorities and meeting established deadlines
• Demonstrated ability to build a collaborative culture and relationships with strategic partners
• Highly proficient in Microsoft Office and other computer software programs

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.
• Communicating with others to exchange information

Additional Information

Compensation:

• Starting at $52k based on education and experience

Schedule:

• M-F 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.