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Client Services Representative

Location: Fairfield
Posted on: November 24, 2022

Job Description:

The Client Services Representative position would be remote upon completion of onsite training.

DDC is growing rapidly, and our customers need fast and accurate solutions for their life-changing challenges and questions related to paternity or other family relationships. DNA Diagnostics Center is the leading private DNA paternity testing laboratory worldwide. The Company's success reflects it's standing as the best, most accessible and affordable DNA testing service offered to satisfied patients and clients everywhere.

DDC has accomplished this success by working as a strong, integrated team with innovative, efficient, effective, and competitive spirit, matched by none.

Do you know how to create a welcoming environment for Customers? Are you passionate about enriching people's lives? Then you belong at DNA Diagnostics Center! DDC is growing rapidly and our customers need fast and accurate solutions for their life-changing challenges and questions related to paternity or other family relationships.

The Client Services Representative exemplifies DDC's commitment to excellence by providing an exceptional experience to anyone with whom they interact. Operating with accuracy and integrity, the Representative minimizes errors and maximizes efficiency. Client Services Representatives are communication conduits who help ensure that the needs of the client are met. The successful Representative is genuinely excited about helping people. They are passionate about communicating in a professional manner with warmth, empathy and patience. They are also skilled listeners who are sensitive to other's needs and drive client satisfaction.

General Topics

* The Client Services Representative is an integral part of the Client Services team and is a key contributor to DDC's service culture. As "the face" of DDC, the Client Services Representative plays a critical role in client's first and last impression of our organization and sets the standard for the professionalism, efficiency and competency our clients should expect throughout their relationship with us

* The Client Services Representative must have a broad understanding of the operational and informational flow within DDC, and effectively coordinate action to ensure appropriate and timely use of resources. Representatives must be natural problem solvers and be able to anticipate needs, proactively working to remove obstacles and ensure a seamless experience for all parties. They should have the ability to troubleshoot and resolve client concerns or be able to escalate them to others in a timely and concise manner

* The Client Services Representative connects with our valued and diverse clients to provide a personalized experience; rapidly evaluates each situation and interacts with clients in an appropriate and supportive manner to ensure that all their questions are answered, and all of their needs are met

* The Client Services Representative models and delivers an exceptional client experience with all parties in accordance with DDC service standards


* Engages clients via phone, email & chat, capturing accurate account information and offering assistance. Closes the client workflow with payment, and required documentation

* Take customer calls and provide accurate, satisfactory answers to their queries and concerns

* De-escalate situations involving dissatisfied customers; identify and escalate priority issues when necessary

* Positively impacts operational efficiency by providing one-call resolutions

* Quickly understand and analyze customer needs

* Clearly explain professionally to promote DDC's products and services; Provide customers with product and service information

* Collaborate and work effectively with others

* Results driven and able to maintain and sustain Company goals

* Adhere to compliance regulations and policies

* Ability to work independently and self-motivate

* Able to research required information using available resources

* Perform other related duties and tasks as assigned or as become evident

* High School/GED Diploma required

* At least 2 years previous experience in Call Center or Customer Service

* Computer literacy in Microsoft Office is a plus

* Excellent communication, customer service, interpersonal, and typing skills

* High degree of accuracy and strong attention to detail

* Good problem solving skills and follow through are required

* Strong planning, organizational, time, and project management skills are required

* Demonstrated ability to work cross-functionally

* Knowledge of good record keeping requirements is a plus

* Self-motivated and the ability to work with minimal supervision; must also be able to work as part of a team

* Proven ability to interact with all organizational levels is essential

* Ability to manage multiple tasks and remain flexible to changing priorities

* Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality

Position is full-time. Mon.- Fri., 8:30am-5:30pm EST

* Excellent full time benefits including comprehensive medical coverage, dental, and vision options

* Life and disability insurance

* 401(k) with company match

* Paid vacation and holidays

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Keywords: EUROFINS SCIENT., Fairfield , Client Services Representative, Sales , Fairfield, Ohio

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