Client Services Specialist

Eurofins USA Clinical Diagnostics•Centennial, CO

About The Position

The Client Services Specialist provides responsive client support for Eurofins DPT, serving as a primary point of contact for assigned clients. The role manages client calls and emails, addresses routine questions and service needs, documents interactions, and escalates complex issues as appropriate. It also manages Sample Service Requests from intake through resolution and helps coordinate orders, reports, requisitions, and client account updates with testing departments and internal teams. The specialist maintains accurate records in client systems, including LabVantage, monitors response times and workflows, communicates potential delays, and supports timely report release and case closure. The role follows established procedures and Eurofins DPT’s Quality Management System, including training, documentation, recordkeeping, safety, confidentiality, and data-security requirements. The position is scheduled for first shift, Monday through Friday, 0800–1630.

Requirements

High school diploma or GED.
2–4 years of customer service support experience.
Strong verbal and written communication skills.
Effective time management and organizational skills, with the ability to multitask and prioritize with minimal assistance.
Ability to partner effectively with management and laboratory teams.
Excellent communication, interpersonal, and negotiation skills.
Intermediate proficiency with Excel, Word, PowerPoint, Outlook, and other systems.
Ability to work in a controlled environment and within Quality Systems under regulatory requirements.
Must abide by Eurofins DPT’s Safety and Exposure procedures.

Nice To Haves

Associate’s or bachelor’s degree in a related field, such as biology or chemistry.
Prior laboratory experience, including internships, research assistant positions, or work in a similar scientific or health-related setting.

Responsibilities

Manage inbound and outbound client calls and emails, responding to questions, requests, and service needs.
Listen actively to confirm, clarify, and accurately document client information.
Serve as a primary point of contact for assigned clients and maintain positive working relationships.
Address routine inquiries and concerns promptly, provide basic technical or product support under established guidelines, and escalate complex issues as needed.
Manage assigned Sample Service Requests from intake through resolution, ensuring submissions are clear, accurate, and understandable.
Monitor SSR response times and follow up to support timely resolution and closure.
Maintain detailed documentation of case activity and client communications.
Coordinate order-related workflows with testing departments and internal teams.
Manage send-out and report workflows to help ensure results are released as they become available, and assist with corrected report workflows.
Identify potential delays or issues and communicate them appropriately within the team.
Assist with requisition updates and corrections and manage requisition archive workflows.
Maintain accurate client account and LabVantage updates and ensure records are complete, timely, and compliant with documentation standards.
Respond to client support emails in a timely manner and document client interactions and follow-up activities.
Gather client feedback and share insights with the team; monitor client usage and activity and flag concerns or trends.
Collaborate with Account Executives, testing departments, and client service team members.
Escalate complex, urgent, or unresolved issues to senior staff or management according to established protocols.
Assist with operational notifications, such as FedEx delays or system outages, under guidance.
Follow Eurofins DPT’s Quality Management System, standard operating procedures, training requirements, and documentation and recordkeeping practices.
Ensure client interactions meet ethical, legal, confidentiality, and data-security standards, and follow safety and exposure procedures.
Meet established client service metrics and contribute to a collaborative team environment and continuous improvement.
Participate in training and professional development to enhance client service skills.