A successful Call Center Representative is genuinely excited about helping people while creating a positive experience for clients. The ideal candidate is an excellent communicator ensuring engaging and efficient first call resolutions. Success in this role involves providing accurate information, maintaining confidentiality, and collaborating with internal teams to solve customer issues. If you’re committed to delivering outstanding service and thrive in a fast-paced environment, we’d love to have you on our team.This position offers the opportunity to work from home after completing 90 days of in-office training and meeting required performance metrics.Essential Duties & ResponsibilitiesField 40-50 inbound and/or outbound calls per day requiring active listening and documenting client interactions and details of inquiryEffectively triage and support inquiries related to sample status, turnaround time, recollects, payments, and accessing resultsExplain DDC’s products and services in a professional manner via phone, email, text message, or chatEngage with callers while communicating warmth, empathy, and patience throughout interactionVerify callers and handle case and tested party information maintaining the strictest confidentialityEnsure that appropriate actions are taken to resolve customer problems and concernsEscalate customer needs that require additional knowledge or ability to leadershipTimely communication with other departments via email, chat, and/or ticketing systemsFollow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statementsOther duties as assigned or become evident