Client Success Representative

Fulgent Genetics; Coppell (TX); On-site; USD 40,000 - 50,000; Full time

Job summary

Fulgent Genetics in Coppell, Texas is looking for a Client Success Representative to ensure accurate and efficient fulfillment of client requests. This role involves acting as the first tier of support for all communications and focuses on excellent client service.

The ideal candidate will have at least 1 year of experience in client services, strong phone etiquette, and the ability to work well in teams. Proficiency in MS Office and a high school diploma are mandatory. Join us in providing exceptional service and support.

Qualifications

• 1+ year experience in a client services role required; experience in an administrative, receptionist, and medical role preferred.
• Ability to work harmoniously as a member of the team with strict attention to detail.
• Capacity to work independently once given adequate instructions.

Responsibilities

• Ensure client requests are fulfilled accurately and efficiently.
• Act as first-tier support for electronic communication with Client Services.
• Maintain quality service by adhering to call monitoring standards.

Skills

Customer service experience

Strong phone etiquette

MS Office proficiency

Education

High School diploma or equivalent

Tools

CRM system

Laboratory Information System (LIS)

Job description

Client Success Representative

Summary of Position

Ensures that client requests are fulfilled accurately and efficiently. Acts as first‑tier support for all electronic communication sent to the Client Services team. Responds to internal and external client inquiries and primarily focuses on triage to the correct level or department.

Key Job Elements

• Work requests and tickets, including coordination with Distribution to send slides to outside institutions.
• Fax, confirm and document receipt of critical diagnosis reports.
• Process requests for record of loans to outside institutions.
• Process requests for additional testing.
• Handle incoming and outgoing calls.
• Maintain quality service by adhering to call monitoring standards and standard operating procedures to ensure a positive client experience and optimal patient care.
• Use internal technologies including CRM (Customer Relationship Management) and LIS (Laboratory Information System).
• Work independently and in a team environment to share and receive information/ideas from all levels of the organization.
• Be flexible and adaptable to changing priorities while maintaining a high level of personal accountability.
• Exude a positive attitude while displaying a commitment and passion for patient care.

Qualifications

Knowledge/Experience

• High School diploma or equivalent.
• 1+ year experience in a client services role required; experience in an administrative, receptionist, and medical role preferred.
• Strong and courteous phone etiquette.
• Ability to work harmoniously as a member of the team.
• Ability to compose clear, concise, and professional written communication.
• Strict attention to detail and organized. Precise when performing clerical tasks.
• Ability to meet deadlines and work under pressure.
• Demonstrates flexibility and adaptability to shift gears according to the priority of tasks.
• Capacity to work independently once given adequate instructions.
• Proficient in MS Office.

Reports To

Manager, Client Success

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.