Senior Lab Testing Client Services Specialist

Certified Group; Aurora, Northern (IL, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Certified Group in Aurora, IL is seeking a Lab Testing Customer Service Representative to support clients, coordinate with lab and sales teams, and manage daily inquiries across phone, email, and Teams.

The role emphasizes accurate data entry in Salesforce, issue resolution, product/testing information sharing, and strong communication and problem-solving to maintain high customer satisfaction.

Qualifications

• 3–4 years of experience in customer service support or client-facing roles.
• MS Office and typing proficiency; CRM experience a plus.
• Strong problem-solving and critical thinking abilities.
• Knowledge of microbiology and chemistry terminology is desired.
• Ability to read instructions and translate into action; effective written and verbal communication.

Responsibilities

• Oversee Client Master File Maintenance including customer profile updates.
• Collaborate with clients, technical teams, and sales to ensure timely, efficient service.
• Answer daily incoming calls and customer requests to ensure satisfaction.
• Provide proactive pricing and testing information to customers when needed.
• Document customer interactions in Salesforce and maintain client identifiers for contracts.
• Assist management and sales with current and new business and client relations.
• Adhere to Quality Manual and Safety procedures in administrative tasks.
• Perform other duties as needed.

Skills

Customer service

Communication

Problem solving

De-escalation

CRM platforms

Education

High school diploma or equivalent

Bachelor’s degree or applied experience in business or science

Tools

Salesforce

Zendesk

Salesforce Service Cloud

Job description

Certified Group in Aurora, IL is seeking a Lab Testing Customer Service Representative to support clients, coordinate with lab and sales teams, and manage daily inquiries across phone, email, and Teams.

The role emphasizes accurate data entry in Salesforce, issue resolution, product/testing information sharing, and strong communication and problem-solving to maintain high customer satisfaction.