Client Services Representative l

Company Overview

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.

Opportunity Overview

A successful Client Services Representative (CSR) is genuinely excited about helping people while creating a positive experience for clients. The ideal candidate is an excellent communicator ensuring engaging and efficient first call resolutions. Success in this role involves providing accurate information, maintaining confidentiality, and collaborating with internal teams to solve customer issues. If you’re committed to delivering outstanding service and thrive in a fast-paced environment, we’d love to have you on our team.

This position offers the opportunity to work from home after completing 90 days of in-office training and meeting required performance metrics.

Essential Duties & Responsibilities

• Field 30-40 inbound and/or outbound calls per day requiring active listening and documenting client interactions and details of inquiry
• Effectively triage and support inquiries related to sample status, turnaround time, recollects, payments, and accessing results
• Explain DDC’s products and services in a professional manner via phone, email, text message, or chat
• Engage with callers while communicating warmth, empathy, and patience throughout interaction
• Verify callers and handle case and tested party information maintaining the strictest confidentiality
• Ensure that appropriate actions are taken to resolve customer problems and concerns
• Escalate customer needs that require additional knowledge or ability to leadership
• Timely communication with other departments via email, chat, and/or ticketing systems
• Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements
• Other duties as assigned or become evident