Client Engagement Specialist

Company Description

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.

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.

Job Description

SUMMARY:

The Client Engagement Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Client Engagement Specialist serves to execute tactical client needs expeditiously. They work to ensure the successful delivery of services to clients and their customers.

This position reports to the Client Success Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Client Engagement Specialist must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services.

This position has the capability to work from home once training is complete. Schedule is Mon-Fri 8:30am-5:30pm EST.

DUTIES/RESPONSIBILITIES:

• Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations
• Meticulously communicate through resolution when resolving client concerns and/or escalate issues to the Client Success Manager appropriately.
• Answer 50+ incoming phone calls from accounts and patients daily
• Make 50+ outbound phone calls to alert accounts of challenges with cases 
• Respond to 50+ email inquiries in a professional and timely manner daily
• Effectively triage and support inquiries related to sample status, turnaround time, redraws, payments, portal access, and supplies.
• Scheduling support for Immigration Cases 
• Correspond with clients on helps and case adjustments to verify or obtain missing information
• Quality check daily cases to ensure the appropriate fees were assigned
• Take initiative to help team members when needed 
• Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
• Work effectively with their teammates, manager, and other DDC teams 

Qualifications

REQUIRED SKILLS/ABILITIES:

• High school diploma/GED required
• 3+ years of experience in customer service
• Comfortable with Microsoft Office (Word, Excel, Teams, Outlook, etc.)
• Strong administrative skills to keep each account needs organized and tracked appropriately
• Strong written communication skills including proper email etiquette and formatting
• Excellent active listening skills
• Ability to establish trust and collaborate with others
• Strong verbal communication skills including empathy, ownership, and the ability to de-escalate
• Knowledge of DNA or diagnostic testing is preferred
• Self-motivated and able to work with minimal supervision
• Team player mentality and excellent problem-solving skills

Additional Information

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
• Regular Schedule: Mon-Fri 8:00am-5:00pm
• Training Schedule: Mon-Fri 9am-5:30pm

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