The Client Service Specialist shall:Customer Support (Primary Function)Manage inbound and outbound client calls and emails to address questions, requests, and service needs.Use active listening skills to confirm, clarify, and document client information accurately.Act as a primary point of contact for assigned clients, providing courteous, responsive, and professional support.Establish and maintain positive working relationships with clients by understanding their needs and expectations.Address routine client inquiries and concerns promptly; escalate more complex issues as needed.Provide basic technical or product support and assist in problem resolution under established guidelines.SSR & Case ManagementManage assigned Sample Service Requests (SSRs) from intake through resolution.Ensure SSRs are clearly documented, accurate, and understandable prior to submission to testing departments.Monitor SSR response times and follow up to support timely resolution and closure.Maintain detailed and accurate documentation of case activity and client communications.Orders & Reporting SupportSupport order‑related workflows by coordinating with testing departments and internal teams.Manage send‑out and report workflows to help ensure results are released as they become available.Assist with corrected report workflows.Identify potential delays or issues and communicate appropriately within the team.Requisition & Account UpdatesAssist with requisition updates and corrections according to established processes.Manage requisition archive workflows to ensure proper documentation and record retention.Maintain accurate client account and LabVantage (LV) updates within systems.Ensure all records are complete, timely, and compliant with documentation standards.Client Communication & Follow‑UpManage client support emails and ensure timely responses that meet service expectations.Maintain detailed documentation of all client interactions and follow‑up activities.Gather client feedback during routine interactions and share insights with the team.Monitor client usage and activity and flag concerns or trends when identified.Collaboration & EscalationWork collaboratively with Account Executives, testing departments, and client service team members.Escalate complex, urgent, or unresolved issues to senior staff or management following established protocols.Communicate client feedback and service challenges to internal teams as appropriate.Internal Coordination & Quality ComplianceAssist with client operational notifications, such as FedEx delays or system outages, under guidance.Adhere to Eurofins DPT’s Quality Management System, including:Compliance with standard operating proceduresTraining requirementsGood documentation and recordkeeping practicesEnsure all client interactions meet ethical, legal, confidentiality, and data security standards.Performance ExpectationsMeet established client service performance metrics, including response time and service quality.Demonstrate accuracy, professionalism, and consistency in daily client interactions.Maintain a collaborative, team‑oriented approach to achieving department goals.Actively participate in training and professional development to enhance client service skills.Contribute to a positive client experience by following processes and supporting continuous improvement efforts.
