In-Office CSR: Client Accounts & Problem Solver

Sterling Labs; North Riverside (IL); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) retirement plan

Paid Time Off

Job summary

Sterling Labs is seeking a Customer Service Representative to own a set of client accounts in our Des Plaines, IL office. You will answer questions by phone and email, set up projects, provide proactive updates, and follow through until issues are resolved.

You will document inquiries, manage pricing and billing questions, and coordinate with multiple departments to keep projects on track. This role trains you to grow into senior account work within a growing laboratory setting.

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.

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.
• Elevate with full context when required and own delays through to resolution.
• Enter and update client, project, and submission details in the LIMS; review intake documentation.

Skills

Customer communication

Phone & email

Data entry

Multitasking

Problem resolution

Education

High school diploma or equivalent

Tools

Clinisys Element LIMS

Microsoft 365

Job description

Sterling Labs is seeking a Customer Service Representative to own a set of client accounts in our Des Plaines, IL office. You will answer questions by phone and email, set up projects, provide proactive updates, and follow through until issues are resolved.

You will document inquiries, manage pricing and billing questions, and coordinate with multiple departments to keep projects on track. This role trains you to grow into senior account work within a growing laboratory setting.