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Client Service Representative

Menlo Park, CA | Full Time
10 Days Ago

Job Description

Description

Company Summary

Avellino Lab USA, Inc. is a pre-IPO world leader in genetic diagnostics and gene therapy research. Avellino developed the first commercially available genetic test for corneal dystrophy, providing a fast and accurate test to help guide physicians in treating vision loss. Avellino continues to innovate and has developed a next-generation sequencing (NGS) test for keratoconus. In addition, Avellino is also developing state-of-the-art siRNA and CRISPR gene editing programs for corneal dystrophy and for treatment technologies that can be applied to other diseases beyond ophthalmology. Avellino operates globally and has been recognized for its work, including being named a Technology Pioneer by the World Economic Forum. 

In 2020, Avellino developed an FDA EUA-authorized coronavirus diagnostic test –the Avellino SARS-CoV-2/COVID-19 Test (AvellinoCoV2 Test) – a Laboratory Developed Test (LDT) that uses Real-Time Reverse Transcriptase RT-qPCR for the presumptive in vitro qualitative detection of nucleic acid from the SARS-CoV-2 virus. Already one of California’s top laboratories with regards to turnaround time and volume, Avellino continues to scale operations in order to meet the nationwide need for SARS-CoV-2 testing.


Job Summary:

The Client Service Representative acts as a liaison for Avellino and its Laboratory customers.

The Client Service Representative will maintain high customer service standards, achieving overall customer satisfaction in providing timely and accurate information and service to all laboratory customers 

Requirements

  

Primary Duties & Responsibilities

· Answer telephone calls, emails, and tickets (Zendesk) submitted by clients and patients.

· Greet clients and visitors courteously and efficiently. 

· Respond to client inquiries and tickets within the SLA. 

· Notify clients regarding the status of individual and batches of samples.

· Responsible for communicating with laboratory customers, e.g., clinics, and other physicians-based entities, for laboratory reporting purposes.

· Support the Clinical Lab personnel with document recording in relations to client services.

· Enter verified/confirmed data in the laboratory database.

· Sort and file laboratory specimen and documents.

· Support the administrative functions of the lab as required.

· Follow all laboratory QA required documentation for client services.

· Log in-person and delivered samples. 

· Collaborate with relevant departments to better address client needs.

· Maintain a high level of client satisfaction by resolving client issues/concerns.

· Proactively reach out to clients to provide status updates to any issues they are experiencing.

· Handle special projects assigned by management.

Qualifications & Skills

· Must have receptionist or customer facing experience.

· Proficient in Microsoft Office applications.

· Excellent oral and written communication skills.

· Preferred: Experience with laboratory work.

· This job operates in a professional office environment and a clinical lab environment.

· Must be able to climb stairs, be able to lift up to 20 pounds, regularly sit, speak and hear, and perform standing, stooping, twisting, and other physical movements.

· Reasonable accommodations will be made, as necessary.

High School Diploma or equivalent work experience. 

Skills for Client Service Representative

The job skills required for Client Service Representative include client service, Microsoft Office, Written Communication etc. Having related job skills and expertise will give you an advantage when applying to be a Client Service Representative. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Client Service Representative. Select any job title you are interested in and start to search job requirements.

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Career Path for Client Service Representative

The following is the career advancement route for Client Service Representative positions, which can be used as a reference in future career path planning. As a Client Service Representative, it can be promoted into senior positions as an Account Services Representative Sr that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Client Service Representative. You can explore the career advancement for a Client Service Representative below and select your interested title to get hiring information.

How to Become a Client Service Representative

If you are interested in becoming a Client Service Representative, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Client Service Representative for your reference.

Step 1 Understand the job description and responsibilities of a Client Service Representative

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