As a Customer Service Representative at LGC, you will act as the face of our company and deliver exceptional support to clients. This position provides an opportunity to become part of a dynamic, ambitious group in the Information Technology field. Your efforts will have a direct effect on our participants' experience.The Customer Service Representative, an important member of the LGC PT Customer Service team, ensures outstanding participant satisfaction by managing account inquiries and administrative duties efficiently and accurately. This role professionally and courteously represents API’s proficiency testing programs across various communication methods such as email, phone, fax, and live chat. It requires excellent problem-solving skills, a keen eye for detail, and a focus on delivering timely solutions centered on the customer.To perform this job successfully, an individual must be able to capably perform each of the following essential duties:Develop an in-depth understanding of clinical proficiency testing, including API’s program offerings, to help participants select appropriate programsAddress participant questions through phone, email, and live chat promptly, courteously, and accuratelyHandle account updates, new orders, and order modifications through the company’s systems and toolsReview, revise, and process annual renewal orders beginning in early AugustAssist participants with the API website, including login issues and navigationWorks together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc.) to address participant concernsPrepare quotes to obtain payments or purchase orders for new program enrollmentsSupport participants who receive notices from accrediting agencies by partnering with the QA departmentMaintain accurate and organized participant account records and documentationCommunicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interactionEnhance customer awareness of company policies, solicit feedback from participants and relevant parties, and adhere to established protocols when resolving concernsAssist with collection of accounts receivable as neededPerforms other duties as required, or assigned by management, to meet business needBusiness Impact: Responsible for daily activities such as responding to customer inquiries, updating accounts, processing orders, and documenting interactionsSupport monthly and annual business cycles, including renewal processing scheduled each August and ongoing customer account maintenanceContribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectivelyWork within established Standard Operating Procedures (SOPs), work instructions, and quality guidelines under regular supervisionExercise independent judgment when resolving routine participant questions and identifying the appropriate next stepsSuggest improvements to processes, scripts, FAQs, and participant communications when recurring issues or inefficiencies are identifiedPrimarily tactical and operational, with a strong focus on day-to-day participant support, accurate data processing, and adherence to quality standardsMay participate in small process-improvement efforts but does not engage in long-term planningRegularly connects via email, phone, live chat, and fax to assist participant needsParticipate in internal team meetings, contribute updates, and documents customer interactions in internal systemsMay help draft participant instructions or contribute feedback on customer-facing materialsThis role does not have direct reports and does not manage staffing, recruiting, or performance for othersMay assist in onboarding new team members by sharing process knowledge or participating in peer-training or “buddy” activitiesComplete defined processes such as account updates, order entry, renewal processing, documentation, and customer triageEnsure compliance with SOPs, data accuracy standards, and established QA proceduresAdvance issues appropriately when they fall outside of standard guidelinesDevelop expertise in:API’s proficiency evaluation programs: LGC systems, Customer Relationship Management (CRM) platforms, and workflows: Customer account management processesWebsite navigation and participant troubleshooting: Serve as a knowledgeable resource for participants seeking guidance on program selection or account concernsActively finds opportunities to streamline processes, reduce repetitive issues, and enhance customer experienceSupport team initiatives aimed at improving efficiency, quality, and workflow consistencyContribute feedback to improve SOPs, training materials, and customer resources
