Customer Service Rep 2

Certified Group Careers•San Antonio, TX

3d•Onsite

About The Position

The Customer Service Representative 2 handles more complex customer inquiries, provides proactive support, and contributes to process improvements. This role involves deeper product knowledge, ownership of case resolution, and participation in team training and service optimization. This role is responsible for all complex client services to support the field sales team and lab, sample submissions, and related duties. This role focuses on communication, problem-solving, and delivering excellent service across various channels such as phone, email, Microsoft Teams, or in-person.

Requirements

High school diploma or equivalent; some college preferred.
3 - 4 years of experience in customer service support, or client-facing experience.
MS Office and typing proficiency; experience in Salesforce a plus.
Strong problem-solving and critical thinking abilities.
Ability to de-escalate challenging situations.
Experience using CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).
Ability to read and comprehend instructions, correspondence, and memos and convert them into action.
Effective verbal and written communication skills with strong problem-solving and decision-making skills.
Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Commitment to detailed, accurate, and timely results.
Ability to multi-task, plan, and organize.
Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to think logically and plan strategies to achieve desired outcomes.

Nice To Haves

Bachelor’s degree or applied experience in business or science.
Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
Knowledge of microbiology and chemistry terminology is desired.

Responsibilities

Oversee Client Master File Maintenance to include customer profile updates.
Works directly with clients, technical teams, and sales to ensure timely and efficient customer service.
Answering daily incoming phone calls and customer requests ensuring customer satisfaction is achieved.
Provide proactive service to customers, technical teams, and sales regarding requests to communicate relevant information and updates about their testing in a timely and professional manner.
Forwarding of technical issues to the appropriate team. Follow up with lab managers on delayed due dates.
Provide pricing and testing information to customers when necessary.
Keep a pulse on client interactions and proactively communicate by escalating issues to the appropriate team members and follows-up to ensure a timely closure of each case.
Document customer interactions and requests in Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts.
Collaborate with management and sales in current and new business, client relations, communications, literature dispersal.
Awareness of processes, procedures, and techniques in accordance with the Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
Performs other duties as needed.