Job Description

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 works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins 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. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

Job Description

DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity, Immigration, and other DNA Relationship services for consumers, government agencies, healthcare providers, and legal professionals; PeekabooTM Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters, including our DNA testing laboratory, is based in Fairfield, OH in the greater Cincinnati Area. DDC is part of Eurofins, a global scientific company with over 800 laboratories in 50 countries and more than 50,000 employees.

A successful Client Services Representative (CSR) 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 & Responsibilities

• Field 40-50 inbound and/or outbound calls per day requiring active listening and documenting client interactions and details of inquiry
• Effectively triage and support inquiries related to sample status, turnaround time, recollects, payments, and accessing results
• Explain DDC’s products and services in a professional manner via phone, email, text message, or chat
• Engage with callers while communicating warmth, empathy, and patience throughout interaction
• Verify callers and handle case and tested party information maintaining the strictest confidentiality
• Ensure that appropriate actions are taken to resolve customer problems and concerns
• Escalate customer needs that require additional knowledge or ability to leadership
• Timely communication with other departments via email, chat, and/or ticketing systems
• Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements
• Other duties as assigned or become evident

Qualifications

• High school diploma/GED preferred
• One (1) year’s previous experience within a call center or customer service environment preferred
• Acquire and maintain up-to-date knowledge of retail and direct-to-consumer (DTC) or government channels and products in order to provide complete and knowledgeable service
• Strong verbal communication skills including active listening
• Service-oriented and able to empathetically address customer grievances
• Ability to cope with difficult customer situations
• Effective problem-solving skills, including identifying the root cause of issues and potential solutions
• Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality
• Proficient typing skills with the ability to learn new software

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of a headset and phone to communicate with customers.
• Regular interaction via digital communication platforms.
• Communicating with others to exchange information.

Additional Information

Schedule:

• Monday-Friday 8:30am-5:30pm

What we offer:

• 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 USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.

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