Customer Service Representative

Job Summary

The Customer Service Representative is responsible for delivering high-quality support to clients through timely, accurate, and professional communication. This role manages inbound client inquiries, ensures proper documentation of all interactions, completes new client onboarding activities, and provides general case support. The Customer Service Representative will also partner with internal teams by escalating issues appropriately to ensure swift resolution and exceptional client experience.

Essential Responsibilities/Duties

• Answer and respond to incoming client calls in a professional and courteous manner.
• Accurately document all interactions, actions taken, and relevant details within internal systems.
• Facilitate new client onboarding, including gathering required information, reviewing account setup needs, and guiding clients through initial processes.
• Ensure new clients receive clear expectations, proper resources, and a smooth transition into ongoing service.
• Provide general case support by researching issues, updating case notes, and following through on client requests.
• Communicate status updates and next steps to clients to maintain transparency and service satisfaction.
• Identify issues requiring additional support or specialized expertise and escalate to appropriate internal teams.
• Collaborate with cross-functional departments to ensure timely and accurate resolution.
• Adhere to internal workflows, documentation standards, and service-level expectations.
• Maintain a strong understanding of company processes, services, and systems to support client needs effectively.

Qualifications

• Education – High School diploma
• Previous experience in customer service or client support preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with strong documentation and organizational skills.
• Problem-solving mindset and willingness to collaborate with internal teams.
• Proficiency with CRM systems or ticketing platforms is a plus.
• Prior experience in the medical field, i.e., clinical laboratory, medical device, etc.