Lab Testing Customer Success Specialist

Certified Group; Aurora (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

Certified Group is seeking a Customer Service Representative 2 to handle complex client inquiries and support field sales and labs across multiple channels.

Responsibilities include maintaining client master files, coordinating with technical teams and sales, and providing timely pricing and testing information. Documentation in Salesforce is essential, with emphasis on quality and process improvement.

Qualifications

• High school diploma or equivalent; some college preferred.
• Bachelor’s degree or applied experience in business or science is a plus.
• 3–4 years in customer service support or client-facing roles.
• MS Office and typing proficiency; Salesforce experience a plus.
• Strong problem-solving abilities; knowledge of microbiology and chemistry terminology desired.
• Experience with CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).

Responsibilities

• Oversee Client Master File Maintenance including customer profile updates.
• Work directly with clients, technical teams, and sales for timely service.
• Answer daily calls and requests, ensuring customer satisfaction.
• Provide proactive information on testing, updates, and timelines.
• Escalate technical issues and follow up with lab managers on delays.
• Provide pricing and testing information when needed.
• Document interactions in Salesforce and obtain client identifiers for contracts.
• Collaborate with management and sales on current and new business.
• Adhere to Quality Manual, Chemical Hygiene Plan, and Safety Manual in admin tasks.
• Performs other duties as needed.

Skills

Customer service

Communication

Problem solving

Multi-tasking

CRM experience

Education

High school diploma

Bachelor’s degree or applied experience

Tools

Salesforce

Zendesk

Job description

Certified Group is seeking a Customer Service Representative 2 to handle complex client inquiries and support field sales and labs across multiple channels.

Responsibilities include maintaining client master files, coordinating with technical teams and sales, and providing timely pricing and testing information. Documentation in Salesforce is essential, with emphasis on quality and process improvement.