What are the responsibilities and job description for the Contact Center Representative (Corporate Accounts) 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.
In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
Job Description
The Contact Center Representative provides an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Contact Center Representative 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 Manager and is responsible for responding to service and sales calls, e-mails, and faxes from our clients. Successful candidates have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial services.
Essential Duties:
- 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
- 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 escalate issues to the Client Success Manager appropriately.
- 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 helps 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 their teammates, manager, and other departments
Qualifications
Knowledge, Skills, & Abilities:
- 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
Training Schedule:
- Monday - Friday, 9:00am - 5:30pm
Post-Training Schedule:
- Monday - Friday, 8:30am - 5:30pm
Position works onsite at 1 DDC Way, Fairfield, OH 45014
Eurofins USA Clinical Diagnostics is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
