Client Services Specialist

Job Description

The Client Service Specialist shall:

• Manage inbound and outbound client calls and emails to address questions, requests, and service needs.
• Use active listening skills to confirm, clarify, and document client information accurately.
• Act as a primary point of contact for assigned clients, providing courteous, responsive, and professional support.
• Establish and maintain positive working relationships with clients by understanding their needs and expectations.
• Address routine client inquiries and concerns promptly; escal…
• Provide basic technical or product support and assist in problem resolution under established guidelines.

• Manage assigned Sample Service Requests (SSRs) from intake through resolution.
• Ensure SSRs are clearly documented, accurate, and understandable prior to submission to testing departments.
• Monitor SSR response times and follow up to support timely resolution and closure.
• Maintain detailed and accurate documentation of case activity and client communications.

• Support order‑related workflows by coordinating with testing departments and internal teams.
• Manage send‑out and report workflows to help ensure results are released as they become available.
• Assist with corrected report workflows.
• Identify potential delays or issues and communicate appropriately within the team.

• Assist with requisition updates and corrections according to established processes.
• Manage requisition archive workflows to ensure proper documentation and record retention.
• Maintain accurate client account and Lab Vantage (LV) updates within systems.
• Ensure all records are complete, timely, and compliant with documentation standards.

• Manage client support emails and ensure timely responses that meet service expectations.
• Maintain detailed documentation of all client interactions and follow‑up activities.
• Gather client feedback during routine interactions and share insights with the team.
• Monitor client usage and activity and flag concerns or trends when identified.

• Work collaboratively with Account Executives, testing departments, and client service team members.
• Escalate complex, urgent, or unresolved issues to senior staff or management following established protocols.
• Communicate client feedback and service challenges to internal teams as appropriate.

• Assist with client operational notifications, such as Fed Ex delays or system outages, under guidance.
• Adhere to Eurofins DPT’s Quality Management System, including:
  • Compliance with standard operating procedures
  • Training requirements
  • Good documentation and recordkeeping practices
• Ensure all client interactions meet ethical, legal, confidentiality, and data security standards.

• Meet established client service performance metrics, including response time and service quality.
• Demonstrate accuracy, professionalism, and consistency in daily client interactions.
• Maintain a collaborative, team‑oriented approach to achieving department goals.
• Actively participate in training and professional development to enhance client service skills.
• Contribute to a positive client experience by following processes and supporting continuous improvement efforts.

Qualifications

• High school diploma or GED

• Associate's or bachelor's degree in a related field, such as biology or chemistry

• 2-4 years of customer service support experience
• Strong verbal and written communication skills
• Effective time management, organizational skills, and the ability to multi-task and prioritize with…