Customer Service Representative

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Engage directly with partner laboratory members to oversee sample and document requests, address order issues, and coordinate shipping and receiving activities.

• Collaborate across departments, including Customer Success, Sales, and Lab teams, to achieve or surpass customer retention and turnaround-time objectives.

• Establish and nurture trusted relationships with laboratory personnel, sales representatives, and internal stakeholders.

• Anticipate and resolve customer challenges while providing solutions of varying intricacy.

• Maintain regular communication with Sales and external-facing teams to synchronize customer engagement efforts and deliver pertinent updates to internal teams.

• Respond promptly and professionally to inquiries via phone, email, and in-person interactions.

• Identify and evaluate customer needs to ensure satisfaction.

⛳️ Requirements

• Bachelor’s degree in Biological Sciences or a related field is preferred.

• Outstanding customer service abilities and strong interpersonal skills.

• Proficient in effective communication with patients through telephone and email.

• Capable of thinking quickly, finding solutions, and responding promptly to customer concerns with politeness, empathy, and professionalism.

• Highly organized and methodical, with excellent attention to detail and the ability to execute tasks accurately.

• Initiative and the capacity to work collaboratively in a high-level team while independently managing mission-critical tasks.

• Demonstrated ability to quickly learn new skills and smoothly adapt to new processes.

• Familiarity with general office equipment and software.

• Proficient in computer usage.

🏝️ Benefits

• Comprehensive benefits package, which may include incentive compensation.

• Restricted stock units.

• Medical and additional benefits based on the position.