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Client Services Support

24 days ago

Full time role

Remote · Centennial, CO, US... more

Manage phones through intake calls or making calls to clients to address their needs
Engaging in active listening with clients confirming or clarifying information
Manage SSR workflow and response time to ensure testing department SSRs are clear and understandable to client, they are correct, and resolution/closures are timely
Assist with supply requests
Manage send out and report workflow to ensure testing department is sending results as results become available
Manage support emails to assist in responding to clients' needs and ensure a timely response to our clients
Managing Client Interaction documentation
Effectively communicate with Donor Service Team
Manage 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 manner
Manage requisition archive workflow
Establish and maintain strong, positive relationships with clients
Act as primary point of contact between the client and the organization
Understand the client's needs, preferences, and expectations
Address client inquiries, concerns, and issues promptly and effectively, escalate issues appropriately
Provide technical or product support as needed and as appropriate
Troubleshoot problems and work to find suitable solutions
Maintain detailed client records and account information
Monitor client usage and activity
Gather feedback from clients to understand their satisfaction and concerns
Analyze feedback to identify trends and areas for improvement
Provide recommendations to the organization based on client input
Prepare regular reports on client engagement, satisfaction, and key performance indicators (KPIs)
Maintain detailed records of client interactions and communications
Collaborate with sales, marketing, product development, and other teams to meet client needs
Communicate client feedback and requirements to internal teams
Make decisions and resolve issues independently when possible
Escalate complex or critical client issues to appropriate teams or management
Stay updated on industry trends and best practices in client service
Suggest and implement process improvements to enhance client satisfaction
Meet or exceed client service performance metrics, such as response time, client satisfaction scores, and revenue targets
Ensure all client interactions adhere to ethical and legal standards
Maintain client confidentiality and data security
Be prepared to handle and communicate effectively during crisis or client emergencies
Continuously develop and enhance client service skills through training and professional development opportunities
Work effectively as part of the client service team to achieve common goals and objectives
In 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.