Job description

Company Requirements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform high quality work within deadlines with or without direct supervision
• Interact professionally with other employees, clients and vendors
• Work effectively as part of a team on all assignments
• Work independently while understanding the need to communicate and coordinate work efforts with other employees

Responsibilities/Duties/Functions/Tasks

• Organize workflow and schedules
• Maintain timekeeping and personnel records
• Hire, train, and mentor new employees
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Ensure that employees have good understanding of duties and delegated tasks
• Investigate and resolve escalation of complaints from Client Services Specialists
• Take ownership of complex cases, complaints, and queries and following through to resolution
• Generate and review reports from CRM records of activities
• Monitor employee productivity and performance. Provide constructive feedback and coaching
• Assess for need of adjustment in duties and task assignments to ensure effectiveness and efficiency of the entire department
• Assess, adjust, and implement process improvements to ensure effectiveness and efficiency of the entire department
• Communicate any departmental needs to upper management and vice versa
• Prepare and develop department’s new standard procedures
• Train and continually guide Client Services team
• Verify new account setup for accuracy and completeness of necessary information
• Perform duties of Client Services Specialist and Client Services Representative as needed
• Assisting management with any assigned special projects
• Ability to travel when necessary to attend conferences

Job Requirements:

• Five plus years of Customer Service experience
• At least 2 years of supervisor/leadership experience
• Bachelor degree preferred but not required
• Outstanding written and verbal communication skills
• Ability to learn quickly and grasp basic scientific information
• Experience in administrative or clerical activities
• Ability to lift up to 25 lbs
• Proficient in Microsoft Office
• Knowledge of Salesforce and LIMS preferred
• Professional personal presentation
• Organizing, planning, problem solving, and customer service orientation
• Great attention to detail
• Ability to work in a fast-paced environment and able to multitask
• Reliable, motivated, honest, respectful, and trustworthy with positive attitude
• Must be available to work a flexible schedule. Client Services is open from 6:00am to 8:00pm Monday through Friday, Saturday 8:30am to 5:00pm.

Job Type: Full-time

Pay: $58,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Des Plaines, IL 60018: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• customer service: 5 years (Required)
• Supervisor: 3 years (Required)

Work Location: In person

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