Customer Experience Representative

Certified Group•Burbank, CA

10h•$24 - $25

About The Position

The Customer Experience Representative I is the primary interface between clients and the laboratory for daily phone interactions and routine client requests. The role provides client services that support the field sales team, laboratory operations, and sample submissions. The representative routes requests to appropriate subject matter experts and follows up to ensure clients receive timely responses. The position works with clients, technical teams, and sales to support a positive customer experience. It includes proactive communication about testing and due dates, timely handling and resolution of inquiries and issues, documenting client requests, supporting client relations and sales opportunities, and assisting with communications and administrative projects. The role also requires awareness of relevant company methods, quality, safety, and laboratory procedures as they relate to administrative work. The role is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., with evenings and weekends if needed. Some schedule flexibility may be required as workload varies. The stated salary range is $24–$25 USD.

Requirements

Some college education is required.
Ability to read and understand instructions, correspondence, and memos and convert them into action.
Effective verbal and written communication, problem-solving, and decision-making skills.
Commitment to detailed, accurate, and timely results.
Ability to multitask, plan, and organize.
Ability to present information effectively in one-on-one and small-group situations.
Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
Basic Excel skills.
Ability to work constructively with others in a traditional office environment.
Comfort with prolonged sitting and viewing computer screens.
Ability to work effectively under stress, interruptions, and deadlines.
Ability to think logically and plan strategies to achieve desired outcomes.
Dexterity to operate a computer keyboard and mouse and handle communications or computer components.
Ability to regularly lift and/or move up to 25 pounds.
Some schedule flexibility, including evenings and weekends if needed.

Nice To Haves

One or more years of experience in customer relations, including clerical assistance, customer service, and use of MS Office software.
Bachelor’s degree.
Applied business experience with food, cosmetics, nutraceuticals, or CPG-related companies.
Laboratory and scientific experience.

Responsibilities

Work directly with clients, technical teams, and sales to ensure an optimum customer experience.
Proactively contact customers by phone, email, video chat, and other means to communicate relevant testing information and updates.
Monitor testing report due dates, follow up with lab managers about delays, and inform customers of delays before the anticipated due date.
Handle customer inquiries through all communication channels in a timely and efficient manner and ensure client issues are resolved.
Monitor client interactions and proactively communicate escalating issues to the Laboratory Director and Sales.
Route customer requests and complaints to appropriate team members and follow up to ensure timely case closure.
Carry out client requests according to instructions and maintain appropriate records.
Collaborate with sales on current and new business opportunities.
Assist management and sales with client relations, communications, literature distribution, special arrangements, administrative projects, and standard operating procedures.
Maintain awareness of applicable methods, quality, safety, and approved laboratory procedures as they relate to laboratory administrative functions.
Perform other duties as needed.