Client Success Specialist

Sterling Labs

Des Plaines (IL)

On-site

USD 28,000 - 32,000

Full time

12 hours ago

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Job summary

Sterling Labs is hiring a Customer Service Representative to own a set of client accounts. You are the person your clients call. You answer their questions, set up their projects correctly, tell them what is happening before they have to ask, and stay on a problem until it is actually solved.

You do not need a science background. We will teach you the testing methods, the terminology, and our laboratory information management system.

Qualifications

High school diploma or equivalent.
Prior customer-facing experience.
Proven ability to handle escalated conversations calmly and professionally, with sound judgment on when to resolve and when to elevate.
Strong phone and email communication.
Strong computer and data-entry skills, including accuracy under time pressure.
Ability to juggle multiple requests, work orders, and deadlines.
A track record of owning a request start to finish, not just answering tickets.

Responsibilities

Act as the primary contact for your dedicated accounts.
Answer questions by phone and email on services, submissions, pricing, turnaround times, billing, project status, and reports.
Push updates out before clients have to ask.
Keep conversations moving toward resolution and de-escalate when needed.
Own delays through to resolution and escalate when necessary.
Enter and update client, project, and submission details in the LIMS.
Review intake documentation for accuracy and completeness.
Chase down missing or conflicting information with clients and teams.
Set pricing per company guidelines and manage billing questions.