Client Services Representative

Summary

Join DNA Diagnostics Center (DDC), a world leader in DNA relationship testing, as a Client Services Representative! You will provide exceptional customer experiences through various communication channels, resolving inquiries related to sample status, turnaround times, and payments. After 90 days of in-office training, this position offers the opportunity to work from home. You will need excellent communication and problem-solving skills, along with experience in a call center or customer service environment. DDC offers a comprehensive benefits package including medical, dental, vision, life and disability insurance, 401(k) with company match, and paid time off.

Requirements

• 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

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

Preferred Qualifications

High school diploma or equivalent preferred

Benefits

• 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