Laboratory Customer Support Specialist

Certified-Group; Aurora (IL); On-site; USD 42,000 - 56,000; Full time

Job summary

Certified Group in Aurora, IL is seeking a Lab Testing Customer Service Representative to support field sales and laboratory operations. You will manage complex customer inquiries, maintain client files, and coordinate with technical teams to ensure timely and accurate testing information.

You will use Salesforce, Zendesk, and CRM tools daily, resolve issues, provide pricing details, and document interactions.

Qualifications

• High school diploma or equivalent; some college preferred.
• Bachelor’s degree or applied experience in business or science.
• 3–4 years of experience in customer service support, or client-facing experience.
• MS Office and typing proficiency; experience in Salesforce a plus.
• Strong problem-solving and critical thinking abilities.
• Knowledge of microbiology and chemistry terminology is desired.
• Ability to de-escalate challenging situations.
• Experience using CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).
• Ability to read and comprehend instructions, correspondence, and memos and convert them into action.
• Effective verbal and written communication skills with strong problem-solving and decision-making skills.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Commitment to detailed, accurate, and timely results; ability to multi-task, plan, and organize.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to think logically and plan strategies to achieve desired outcomes.

Responsibilities

• Oversee Client Master File Maintenance to include customer profile updates.
• Works directly with clients, technical teams, and sales to ensure timely and efficient customer service.
• Answering daily incoming phone calls and customer requests ensuring customer satisfaction is achieved.
• Provide proactive service to customers, technical teams, and sales regarding requests to communicate relevant information and updates about their testing in a timely and professional manner.
• Forwarding of technical issues to the appropriate team. Follow up with lab managers on delayed due dates.
• Provide pricing and testing information to customers when necessary.
• Keep a pulse on client interactions and proactively communicate by escalating issues to the appropriate team members and follows-up to ensure a timely closure of each case.
• Document customer interactions and requests in Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts.
• Collaborate with management and sales in current and new business, client relations, communications, literature dispersal.
• Awareness of processes, procedures, and techniques in accordance with the Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

Skills

MS Office proficient

Typing proficiency

Salesforce / CRM experience

Problem-solving abilities

Effective communication

Education

Bachelor’s degree or applied experience in business or science

High school diploma or equivalent; some college preferred

Tools

Salesforce Service Cloud

Zendesk

Job description

Certified Group in Aurora, IL is seeking a Lab Testing Customer Service Representative to support field sales and laboratory operations. You will manage complex customer inquiries, maintain client files, and coordinate with technical teams to ensure timely and accurate testing information.

You will use Salesforce, Zendesk, and CRM tools daily, resolve issues, provide pricing details, and document interactions.