Client Support Supervisor

Access Labs•North Palm Beach, FL

2d•Hybrid

About The Position

Access Medical Labs is one of the largest specialty diagnostic labs in the country, utilizing advanced technology to process over 1,000 tests across blood, saliva, and urine with next-day results. Since 2003, the company has been dedicated to providing an exceptional client experience through precise and reliable testing, aiming to make personalized medicine more practical and accessible. Access Medical Laboratories fosters a strong company culture built on teamwork, mentorship, and recognition, attracting mission-driven and goal-oriented professionals. The Client Support Specialist plays a crucial role in this environment by offering frontline client support and operational coordination within Client Services Operations. This position ensures the accurate and timely handling of client inquiries and order-related tasks across various communication channels, thereby enabling Account Managers and Associate Account Managers to concentrate on relationship management and growth.

Requirements

Strong communication skills, both written and verbal, with a professional and customer-focused approach
High level of organization and attention to detail with the ability to manage multiple tasks simultaneously
Ability to work effectively in a fast-paced, high-volume environment
Proficiency in Microsoft Office (Excel, Outlook)
Experience with CRM systems
Problem-solving mindset with the ability to assess situations and escalate appropriately
Team-oriented with the ability to collaborate across departments
Demonstrates reliability, accountability, and strong time management
Maintains composure and professionalism under pressure
Communicates clearly and effectively across all channels
Shows initiative, curiosity, and a willingness to learn and grow within the organization
Upholds Access Medical Labs' commitment to exceptional client service and teamwork

Nice To Haves

Previous experience in customer service, client support, or a related role
Salesforce experience

Responsibilities

Manage inbound call volume via designated support lines
Respond to client inquiries through chat platforms and shared inboxes in a timely and professional manner
Triage and escalate inquiries to Account Managers or leadership when appropriate
Review and modify client supply orders in accordance with standard operating procedures (SOPs)
Maintain and update client records, test panels, and configurations within Salesforce
Process and manage system requests, including provider updates, user access, and NPI-related requests
Collaborate cross-functionally with Scheduling, Logistics, and Laboratory teams to ensure accurate and timely order fulfillment
Support assigned client groups and assist with maintaining engagement and service levels
Identify and escalate complex, urgent, or sensitive client issues to appropriate stakeholders
Ensure follow-through on escalations to maintain service quality and client satisfaction
Participate in a rotating weekend support schedule as needed
Support business needs with flexibility, including potential work-from-home opportunities per company policy