Client Services Representative III

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.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

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.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

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

This role exemplifies DDC's commitment to excellence by providing an exceptional experience to anyone they interact with. A successful candidate is able to assist with the support of the specimen collection network and the ability to prioritize tasks to ensure completion. They are extremely knowledgeable about the complete suite of DDC's products and channels as well as cross-trained in all workflows and task types. They are passionate about completing tasks according to established timeframes in support of DDC's network of specimen collectors and collection sites. This position is essential to setting the tone for high quality service and contributing to an employee oriented, high-performance culture that emphasizes empowerment, accountability, quality, and productivity.

This position is eligible for hybrid (remote and onsite) work based on business need. Core hours are Mon-Fri 8:30am-5:30pm EST. This position will report to the Client Service Supervisor.

DUTIES/RESPONSIBILITIES:

• Work directly with DDC Government Agency customers and specimen collectors to ensure contract and company contracts are met.
• Assist and/or complete specimen collection training with Government Agency collection personnel, independent contracted collectors, and sites utilized by DDC.
• Identify and process specimen collection invoices from independent contractors, collection sites, and healthcare organizations.
• Field email and fax inquiries regarding supplies, training records, payment status, and sample receipt.
• Outbound phone and email inquiries to verify incomplete vendor information including W9s, tax identification information, and collector paperwork.
• Research and obtain missing invoice or collection information necessary to provide payment for services.
• New vendor setup in FileMaker and regular audit of collector and draw site account information.
• Coordinating collector access with prison facilities for incarcerated tested party collections.
• Regular reporting on collection volume, number of inclusions/exclusions, and pending partials by state agency.
• Cold call collection sites in geographical gaps of DDC collection network to expand service area.
• Support DDC specimen collection network for collector no-shows, collector contact, and coordination of services.
• Explain DDC's products and services in a professional manner via phone, email, text message, or chat.
• Escalate collector and/or customer needs that require additional knowledge or ability to leadership.
• Timely communication with other departments via email, chat, and/or ticketing systems.
• Verify callers and handle case and tested party information confidentially.
• 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.

REQUIRED SKILLS/ABILITIES :

• High school diploma or equivalent preferred.
• Minimum three (3) year's previous experience within DDC contact center or a similar laboratory call center environment.
• Acquire and maintain up-to-date knowledge of all products and channels including: retail, direct-to-consumer (DTC), government, specimen collection network, lifestyle, vet, SpermCheck, EmpowerDx, and other specialty product lines.
• Maintain thorough understanding of all workflows including scheduling, helps/case adjustments, immigration, high profile, deceased, and media cases 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

• 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
• Monday-Friday 8:30am-5:30pm
• This position is eligible for hybrid (remote and onsite) work based on business need.

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.