Client Engagement Specialist
Eurofins Clinical Diagnostics, Fairfield, OH, United States
5 days ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Eurofins Clinical Diagnostics provided pay range This range is provided by Eurofins Clinical Diagnostics. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $16.00/hr - $18.00/hr
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 950 laboratories in 60 countries and more than 65,000 employees.
The Client Engagement Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Client Engagement Specialist serves to execute tactical client needs expeditiously. They work to ensure the successful delivery of services to clients and their customers.
This position reports to the Client Success Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Client Engagement Specialist must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services.
DUTIES/RESPONSIBILITIES
Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations
Meticulously communicate through resolution when resolving client concerns and/or elevate issues to the Client Success Manager appropriately.
Answer 50+ incoming phone calls from accounts and patients daily
Make 50+ outbound phone calls to alert accounts of challenges with cases
Respond to 50+ email inquiries in a professional and timely manner daily
Effectively triage and support inquiries related to sample status, turnaround time, redraws, payments, portal access, and supplies.
Scheduling support for Immigration Cases
Correspond with clients on help and case adjustments to verify or obtain missing information
Quality check daily cases to ensure the appropriate fees were assigned
Take initiative to help team members when needed
Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
Work effectively with teammates, manager, and other DDC teams
Qualifications
High school diploma/GED required
3+ years of experience in customer service
Comfortable with Microsoft Office (Word, Excel, Teams, Outlook, etc.)
Strong administrative skills to keep each account needs organized and tracked appropriately
Strong written communication skills including proper email etiquette and formatting
Excellent active listening skills
Ability to establish trust and collaborate with others
Strong verbal communication skills including empathy, ownership, and the ability to de-escalate
Knowledge of DNA or diagnostic testing is preferred
Self‑motivated and able to work with minimal supervision
Team player mentality and excellent problem‑solving skills
Additional Information Compensation:
$16.00-$18.00/hour
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.
Seniority level Entry level
Employment type Full‑time
Job function Customer Service
#J-18808-Ljbffr
Get AI-powered advice on this job and more exclusive features.
Eurofins Clinical Diagnostics provided pay range This range is provided by Eurofins Clinical Diagnostics. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $16.00/hr - $18.00/hr
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 950 laboratories in 60 countries and more than 65,000 employees.
The Client Engagement Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Client Engagement Specialist serves to execute tactical client needs expeditiously. They work to ensure the successful delivery of services to clients and their customers.
This position reports to the Client Success Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Client Engagement Specialist must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services.
DUTIES/RESPONSIBILITIES
Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations
Meticulously communicate through resolution when resolving client concerns and/or elevate issues to the Client Success Manager appropriately.
Answer 50+ incoming phone calls from accounts and patients daily
Make 50+ outbound phone calls to alert accounts of challenges with cases
Respond to 50+ email inquiries in a professional and timely manner daily
Effectively triage and support inquiries related to sample status, turnaround time, redraws, payments, portal access, and supplies.
Scheduling support for Immigration Cases
Correspond with clients on help and case adjustments to verify or obtain missing information
Quality check daily cases to ensure the appropriate fees were assigned
Take initiative to help team members when needed
Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
Work effectively with teammates, manager, and other DDC teams
Qualifications
High school diploma/GED required
3+ years of experience in customer service
Comfortable with Microsoft Office (Word, Excel, Teams, Outlook, etc.)
Strong administrative skills to keep each account needs organized and tracked appropriately
Strong written communication skills including proper email etiquette and formatting
Excellent active listening skills
Ability to establish trust and collaborate with others
Strong verbal communication skills including empathy, ownership, and the ability to de-escalate
Knowledge of DNA or diagnostic testing is preferred
Self‑motivated and able to work with minimal supervision
Team player mentality and excellent problem‑solving skills
Additional Information Compensation:
$16.00-$18.00/hour
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.
Seniority level Entry level
Employment type Full‑time
Job function Customer Service
#J-18808-Ljbffr