Customer Service Representative

Lgcgroup; Traverse City (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

LGC seeks a Customer Service Representative to be the face of our company, delivering exceptional support to clients and contributing to a dynamic IT-focused team. This role involves professional and courteous communication across email, phone, fax, and live chat, with a focus on accurate data handling and timely solutions.

You will manage account inquiries, process renewals and orders, assist with website navigation, and collaborate with internal groups to address participant needs, aiming to

Qualifications

• Customer service experience in call center or client-focused roles.
• Experience using computers, email platforms, and internet-based tools.
• Ability to communicate clearly and professionally.

Responsibilities

• Answer customer inquiries via email, phone, live chat, and fax promptly and accurately.
• Process account updates, new orders, and order changes in company systems.
• Prepare quotes to obtain payments or purchase orders for new program enrollments.
• Support participants with API website login issues and navigation.
• Collaborate with internal teams to resolve participant concerns.

Skills

Customer service experience

Multi-channel communication

Strong communication

Education

High school diploma or equivalent

Tools

CRM software

Email platforms

Office tools

Job description

As a Customer Service Representative at LGC, you will act as the face of our company and deliver exceptional support to clients. This position provides an opportunity to become part of a dynamic, ambitious group in the Information Technology field. Your efforts will have a direct effect on our participants' experience.

The Customer Service Representative, an important member of the LGC PT Customer Service team, ensures outstanding participant satisfaction by managing account inquiries and administrative duties efficiently and accurately. This role professionally and courteously represents API's proficiency testing programs across various communication methods such as email, phone, fax, and live chat. It requires excellent problem-solving skills, a keen eye for detail, and a focus on delivering timely solutions centered on the customer.

To perform this job successfully, an individual must be able to capably perform each of the following essential duties:

• Develop an in-depth understanding of clinical proficiency testing, including API's program offerings, to help participants select appropriate programs
• Address participant questions through phone, email, and live chat promptly, courteously, and accurately
• Handle account updates, new orders, and order modifications through the company's systems and tools
• Review, revise, and process annual renewal orders beginning in early August
• Assist participants with the API website, including login issues and navigation
• Works together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc.) to address participant concerns
• Prepare quotes to obtain payments or purchase orders for new program enrollments
• Support participants who receive notices from accrediting agencies by partnering with the QA department
• Maintain accurate and organized participant account records and documentation
• Communicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interaction
• Enhance customer awareness of company policies, solicit feedback from participants and relevant parties, and adhere to established protocols when resolving concerns
• Assist with collection of accounts receivable as needed
• Performs other duties as required, or assigned by management, to meet business need

Business Impact

• Responsible for daily activities such as responding to customer inquiries, updating accounts, processing orders, and documenting interactions
• Support monthly and annual business cycles, including renewal processing scheduled each August and ongoing customer account maintenance
• Contribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectively
• Work within established Standard Operating Procedures (SOPs), work instructions, and quality guidelines under regular supervision
• Exercise independent judgment when resolving routine participant questions and identifying the appropriate next steps
• Suggest improvements to processes, scripts, FAQs, and participant communications when recurring issues or inefficiencies are identified
• Primarily tactical and operational, with a strong focus on day‑to‑day participant support, accurate data processing, and adherence to quality standards
• May participate in small process‑improvement efforts but does not engage in long‑term planning
• Regularly connects via email, phone, live chat, and fax to assist participant needs
• Participate in internal team meetings, contribute updates, and documents customer interactions in internal systems
• May help draft participant instructions or contribute feedback on customer‑facing materials
• This role does not have direct reports and does not manage staffing, recruiting, or performance for others
• May assist in onboarding new team members by sharing process knowledge or participating in peer‑training or "buddy" activities
• Complete defined processes such as account updates, order entry, renewal processing, documentation, and customer triage
• Ensure compliance with SOPs, data accuracy standards, and established QA procedures
• Advance issues appropriately when they fall outside of standard guidelines

Develop expertise in

• API's proficiency evaluation programs:
• LGC systems, Customer Relationship Management (CRM) platforms, and workflows:
• Customer account management processes
• Website navigation and participant troubleshooting:
• Serve as a knowledgeable resource for participants seeking guidance on program selection or account concerns
• Actively finds opportunities to streamline processes, reduce repetitive issues, and enhance customer experience
• Support team initiatives aimed at improving efficiency, quality, and workflow consistency
• Contribute feedback to improve SOPs, training materials, and customer resources

Minimum Qualifications

• Customer service experience in a call center, administrative, or client‑focused environment
• High school diploma or equivalent experience
• Experience working with computers, email platforms, and internet-based tools to assist