What are the responsibilities and job description for the Contact Center Agent position at Eurofins?
Company 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.
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.
Job Description
The Contact Center Agent exemplifies DDC’s commitment to excellence by providing an exceptional experience to anyone they interact with. A successful Contact Center Agent is genuinely excited about helping people. They are passionate about communicating in a professional manner with warmth, empathy, and patience through multiple platforms. They are skilled listeners, maintaining the strictest confidentiality, while being engaging, proactive, and solution oriented.
This position offers the opportunity to work from home after completing 90 days of in-office training and meeting the required performance metrics.
This position has the capability to work from home after the first 90 days of training in office. Schedule is Mon-Fri 8:30am-5:30pm EST. This position will report to the Client Service Supervisor.
Essential Duties & Responsibilities
- Field 30-40 inbound and/or outbound calls per day requiring active listening and documenting customer interactions and details of inquiry.
- Verify callers and handle case and tested party information confidentially.
- Explain DDC’s products and services in a professional manner via phone, email, text message, or chat.
- Effectively triage and support inquiries related to sample status, turnaround time, recollects, payments, accessing results, etc.
- 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.
- Positively impacts operational efficiency by providing one-call resolutions.
- Other duties as assigned.
Qualifications
Knowledge, Skills, & Abilities
- High school diploma or equivalent preferred.
- Minimum one (1) year’s previous experience within a call center or customer service environment.
- 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.
- Excellent verbal and written communication skills including active listening.
- Service-oriented and able to empathetically address customer grievances.
- Collaborate and work effectively with others.
- Ability to cope with difficult customer situations.
- Proficient computer and typing skills with the ability to learn new software.
- Effective time management and problem-solving skills.
- Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality.
- Completion of HIPPA training
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- 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 is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
