Specialist Customer Service Representative - Carrollton, TX

• Full-time
• Compensation: USD 18 - USD 23 - hourly

Eurofins Scientific is a network of independent companies 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 to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

With more than 20 U.S. locations, Eurofins Built Environment Testing offers Industrial Hygiene (IH) and Indoor Air Quality (IAQ) services to protect health in built environments. Clients include consultants, industry, real estate, healthcare, government, and homeowners.

Services cover a wide range of tests, including asbestos (PLM/TEM), mold, bacteria, VOCs, allergens, Legionella, radon, lead, silica, and more.

The Specialist Support Customer Service Representative will ensure that Eurofins Environment Testing Radon’s clients receive exceptional service related to our scientific testing and product offerings. Level I can perform to entry-level standards with periodic help and intervention from upper-level team members or managers.

Essential Duties and Responsibilities:

• Customer Support:
  Availability to answer phone calls from customers, M-F 8am-5pm CT and reply to emails within one business day.
  • Ability to answer questions about:
    • General Radon Information
    • Radon and mold testing instructions
    • Radon and mold test reports (individual and project)
    • Registration and ordering websites
    • New client setup and base pricing
    • Basic Rapid Scan functionality
    • Basic mitigator referral program information
  • Resolve issues including but not limited to:
    • Re-sending test reports, receipts, and shipping labels
    • Processing corrections to test reports and orders
    • Processing replacements and refunds for test kits and shipping labels
    • Creating basic quotes and orders for established customers
    • Processing POs and payment for bulk orders and fees
    • Help requests
  • Escalate out-of-scope tickets to the proper channels within one business day
• Rotating additional duties as assigned, including but not limited to:
  • Shipping online, bulk, replacement, and free orders within expected TAT
  • Mail processing

• High school diploma or equivalent required, Bachelor’s degree or equivalent experience preferred.
• Proven customer support experience or experience as a client service representative, minimum 1 year preferred.
• Authorization to work in the United States indefinitely without restriction or sponsorship
• Professional working proficiency in English is a requirement, including the ability to read, write and speak in English.

Ability and/or

Skills:

• Exceptional communication skills to effectively interact with customers, understand their needs, and provide clear and concise responses to their inquiries.
• Strong customer service skills to ensure customers feel valued and satisfied with the lab’s services and products.
• Problem-solving skills to accurately identify issues and develop effective solutions promptly.
• Able to multi-task, prioritize, and manage time effectively
• Interpersonal skills:
  Able to work as a team member to collaborate with customer service team, laboratory, and other departments to resolve issues;
  Patience and empathy to handle frustrated customers and provide solutions that address their concerns effectively, and able to build a rapport with customers, fostering…