Job Description

** Company Overview**

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.

** Opportunity Overview**

A successful Client Services Representative I within our Specialty division is genuinely excited about creating a positive experience for clients. The ideal candidate is an excellent communicator ensuring engaging and efficient first call resolutions. They are extremely knowledgeable about DDC’s products as well as cross trained in all workflows and processes within the specialty testing division. Success in this role involves providing accurate information, maintaining confidentiality, collaborating with internal teams to solve customer issues, and facilitating growth of our specialty testing division.

** Essential Duties & Responsibilities**

• Field calls, tickets, and emails for our Peekaboo, Pets & Vet, SpermCheck, Lifestyle, and EmpowerDx product channels.
• Field 30-40 inbound and/or outbound calls per day requiring active listening and documenting client interactions and details of inquiry
• Effectively triage and support inquiries related to sample status, turnaround time, recollects, payments, and accessing results
• Explain DDC’s products and services in a professional manner via phone, email, text message, or chat while documenting customer interactions and details of inquiry.
• Engage with callers while communicating warmth, empathy, and patience throughout interaction
• Verify callers and handle case and tested party information maintaining the strictest confidentiality
• 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
• Other duties as assigned or become evident

Qualifications

** Knowledge, Skills, & Abilities**

• High school diploma/GED preferred
• One (1) year’s previous experience within a call center or customer service environment preferred
• Acquire and maintain up-to-date knowledge of Peekaboo, Pets & Vet, SpermCheck, Lifestyle, and EmpowerDx product lines in order to provide complete and knowledgeable service.
• Maintain thorough understanding of all workflows including scheduling, helps/case adjustments, immigration, high profile, deceased, and media cases to provide complete and knowledgeable service.
• Strong verbal communication skills including active listening
• Service-oriented and able to empathetically address customer grievances
• Ability to cope with difficult customer situations
• Effective problem-solving skills, including identifying the root cause of issues and potential solutions
• Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality
• Proficient typing skills with the ability to learn new software

** Physical Requirements**

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of a headset and phone to communicate with customers.
• Regular interaction via digital communication platforms.
• Communicating with others to exchange information.

Additional Information

Schedule:

• Mon-Fri 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.