Client Services Specialist

About the role

The Client Service Specialist serves as a primary point of contact for assigned clients, managing inbound and outbound communications while coordinating sample service requests, orders, and reporting workflows. This role requires active listening, accurate documentation, and collaboration with testing departments and internal teams to ensure timely resolution and a positive client experience.

Responsibilities

• 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.
• Manage 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.
• Support 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.
• Assist 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.
• Manage 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.
• Work 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.
• Assist 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 procedures, training requirements, and good documentation and recordkeeping practices.
• Ensure all client interactions meet ethical, legal, confidentiality, and data security standards.
• Meet 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.

Qualifications

• High school diploma or GED
• 2-4 years of customer service support experience
• Strong verbal and written communication skills
• Effective time management, organizational skills, and the ability to multi-task and prioritize with minimal assistance
• Ability to partner effectively with management and laboratory teams
• Excellent communication, inter-personal, and negotiation skills
• Intermediate Excel, Word, PowerPoint, Outlook, and other systems
• Ability to work in a controlled environment and within Quality Systems under regulatory requirements

Preferred Qualifications

• Associate's or bachelor's degree in a related field, such as biology or chemistry
• Prior laboratory experience, including internships, research assistant positions, or work in a similar scientific & health related setting

Pay

$20-23 per hour

Schedule

1st shift 0800-1630, Mon-Fri

Benefits

• Comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays