JOB TITLE: CLIENT SERVICES REPRESENTATIVE LEVEL 1
DEPARTMENT: CLIENT SERVICES
SUPERVISOR’S TITLE: Director, Brand and Business Development
SUMMARY OF ESSENTIAL FUNCTIONS:
The Client Service Representative (CSR) is the first impression a customer may have with Midwest Laboratories. The CSR will have a broad scope of knowledge regarding testing practices, analyses selection, and capabilities the company offers, all the while ensuring an exceptional client experience.
SPECIFIC DUTIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
- Answering Phone calls coming to the company and directing those calls to the proper personnel.
- Receiving phone calls and e-mails from clients and assisting clients with the completion of submittal forms and other documents associated with submitting work to the lab.
- Checking and updating account information including point of contact, shipping requirements, discounting/pricing, and basic testing information as relevant per industry needs.
- Initiating the transmission and production of reports for mailing or electronic transmittal to clients.
- Assisting clients wishing to begin a relationship with Midwest in the process of account setup.
- Assisting client with payment options as well as following up on past due accounts.
- Greeting “walk in” clients and assisting them with their business needs, sample drop off or account setup.
- Administrative tasks including restocking paper in printers, creating supply kits, fulfilling supply request orders, stuff and mail reports or invoices, and answering online inquiries.
- Supporting Management and Account Managers as requested.
Knowledge and skills:
- Good communication skills
- Basic computer knowledge
- Ability to multi-task yet maintain efficiency
- Service oriented attitude
- Strong organizational skills
- Works well with team
- Able to focus on key objectives
- Experience in office setting preferred
- Minimum 1 year experience in a customer service type role
- Physical dexterity sufficient to use hands, arms and shoulders repetitively to operate a keyboard and other office equipment
- Ability to speak and hear well enough to communicate clearly and understandably with sufficient volume to ensure accurate exchange of information in normal conversational distance, over the phone and in group setting
- Ability to lift and move items weighing up to 15 pounds
- Ability to continuously operate a personal computer for extended periods of time (6 or more hours)
- Mental acuity sufficient to make valid judgement and decisions
The essential physical and mental requirements described here are representative of those that must be met by an employee to successfully perform essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
AUTHORITY AND MANAGERIAL DUTIES: