B2B Client Service Specialist (Internal)
Technical Sales and Client Services
Gene by Gene/myDNA is a dynamic and growing company in the genomic business (Headquarters in Houston, TX with a subsidiary in Australia) delivering consumer genetic testing products, lab services and advanced SAAS genomic interpretation software services.
We are seeking a highly motivated and detail-oriented Customer Service Specialist with a background in science and/or laboratory processes to join our team. The ideal candidate will be comfortable with a client-facing role, possess excellent communication skills, and be adept at problem-solving. This role involves actively engaging with clients, addressing inquiries, and ensuring a seamless customer experience. This will be a hybrid role with a schedule of Monday-Friday 9am-5pm.
Job Functions & Responsibilities
- Establish and maintain positive relationships with clients through effective communication.
- Provide prompt and accurate information about our reference lab services.
- Address client inquiries, concerns, and requests with professionalism and a client-centric approach.
- Resolve client issues and concerns in a timely and effective manner.
- Collaborate with relevant internal departments to address and escalate complex problems.
- Proactively identify potential issues and implement preventive measures.
- Utilize a strong background in science and/or laboratory processes to understand and communicate complex information effectively.
- Stay informed about industry trends, advancements, and competitor offerings to provide informed support.
- Document and maintain accurate records of client interactions, feedback, and resolutions.
- Develop and update procedural documents and guidelines for customer service processes.
- Ensure timely responses to client inquiries and follow-up on outstanding matters.
- Collaborate with cross-functional teams to convey client feedback and suggestions.
Skills & Requirements
- Bachelor's degree in a scientific discipline or related.
- A least 1 year of customer service, inside sales, or a client-facing role.
- Strong problem-solving skills and ability to think critically.
- Excellent written and verbal communication skills.
- Proficient in email communication and timely response management.
- Familiarity with laboratory processes and scientific terminology preferred.
- Detail-oriented with strong organizational skills.
- Ability to work collaboratively in a team-oriented environment.
- Proactive attitude and ability to adapt to a dynamic work environment.
If you'd like to apply for this position, please click the Apply Now button below and attach your resume.
Cover letter is optional.