Client Services Support

Manage phones through intake calls or making calls to clients to address their needsEngaging in active listening with clients confirming or clarifying informationManage SSR workflow and response time to ensure testing department SSRs are clear and understandable to client, they are correct, and resolution/closures are timelyAssist with supply requestsManage send out and report workflow to ensure testing department is sending results as results become availableManage support emails to assist in responding to clients' needs and ensure a timely response to our clientsManaging Client Interaction documentationEffectively communicate with Donor Service TeamManage Client Operational Notifications such as Federal Express Delays, System Outages, etc.Manage Corrected Report workflows to ensure testing departments are releasing reports in a timely mannerManage requisition archive workflowEstablish and maintain strong, positive relationships with clientsAct as primary point of contact between the client and the organizationUnderstand the client's needs, preferences, and expectationsAddress client inquiries, concerns, and issues promptly and effectively, escalate issues appropriatelyProvide technical or product support as needed and as appropriateTroubleshoot problems and work to find suitable solutionsMaintain detailed client records and account informationMonitor client usage and activityGather feedback from clients to understand their satisfaction and concernsAnalyze feedback to identify trends and areas for improvementProvide recommendations to the organization based on client inputPrepare regular reports on client engagement, satisfaction, and key performance indicators (KPIs)Maintain detailed records of client interactions and communicationsCollaborate with sales, marketing, product development, and other teams to meet client needsCommunicate client feedback and requirements to internal teamsMake decisions and resolve issues independently when possibleEscalate complex or critical client issues to appropriate teams or managementStay updated on industry trends and best practices in client serviceSuggest and implement process improvements to enhance client satisfactionMeet or exceed client service performance metrics, such as response time, client satisfaction scores, and revenue targetsEnsure all client interactions adhere to ethical and legal standardsMaintain client confidentiality and data securityBe prepared to handle and communicate effectively during crisis or client emergenciesContinuously develop and enhance client service skills through training and professional development opportunitiesWork effectively as part of the client service team to achieve common goals and objectivesIn order to meet Eurofins DPT's quality policy and objectives, all employees are expected to meet basic expectations of Eurofins DPT's quality management system including, but not limited to good workmanship, adherence to standard operational procedures, training, good documentation practices, and accurate recordkeeping.