Client Services Supervisor: Lead Training & Process

Eurofins; Fairfield (OH); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Job summary

DNA Diagnostics Center in Fairfield, OH, is seeking a Client Services Supervisor to lead the contact center, drive process improvements, and foster a high‑performance culture focused on quality and efficiency.

You will mentor staff, manage daily workloads, escalate issues, and partner with other teams to meet SLAs while advancing training and SOPs.

This role requires a Bachelor's degree, strong leadership, and excellent communication; base compensation starts around $52k plus benefits.

Qualifications

• Bachelor's degree or equivalent professional experience in similar roles.
• Leadership experience required with a track record of driving change.
• Strong interpersonal and communication skills for cross-team collaboration.
• Analytical mindset with ability to interpret KPIs and deliver insights.
• Proven ability to present to senior leadership and 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 bottlenecks and improve processes with compliance and stakeholders.
• Establish SME knowledge of Client Services roles and inter-team links.
• Maintain product/process knowledge and communicate needs effectively.
• Partner with supervisors to hit KPIs through staffing and productivity.
• Lead training strategy and onboarding for new hires and staff
• Pilot new channel or system initiatives and document workflows.
• Provide feedback during annual appraisals and recognize performance.
• Other duties as assigned.

Skills

Leadership

Communication

Project management

Analytics

Decision making

Interpersonal skills

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

DNA Diagnostics Center in Fairfield, OH, is seeking a Client Services Supervisor to lead the contact center, drive process improvements, and foster a high‑performance culture focused on quality and efficiency.

You will mentor staff, manage daily workloads, escalate issues, and partner with other teams to meet SLAs while advancing training and SOPs.

This role requires a Bachelor's degree, strong leadership, and excellent communication; base compensation starts around $52k plus benefits.