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Client Support Specialist
2 months ago
About the Company
As a prominent player in the life sciences sector and a key supplier to global research markets, we provide an extensive range of products along with exceptional customer support to ensure that every laboratory is equipped with the necessary tools and assistance.
Be part of making a difference
At Genesee, we are committed to enhancing our communities and transforming the world through scientific innovation. Our collective aspiration to make a positive impact drives and motivates us. We are a rapidly expanding, dynamic team that values collaboration and open communication. We cultivate a welcoming work environment and support each other daily.
_________________________________________________________________________________________________________________________________________
Role:
Client Support Specialist - Hybrid
Reports to:
Customer Service Supervisor
FLSA:
Non-Exempt
Location:
Remote
Why this role is important at Genesee Scientific?
Our customers are at the heart of everything we do.
Client Support Specialists are tasked with engaging through various service channels to consistently deliver the highest level of customer satisfaction.
This position is a vital member of the Customer Experience team, addressing inquiries from our scientific clientele worldwide.
What will you do:
Attract and maintain potential customers by managing communications (emails, calls, chat) regarding service status or challenges, concerns, and issues within the network.
Handle incoming sales and customer communications (calls, emails, chat) in processing, expediting, and troubleshooting customer orders.
Own the customer request and experience from initiation to resolution.Actively listen and identify customer needs and concerns to effectively provide top-tier service.
Assist customers in making purchasing decisions, consistently recognizing and offering cross-sell/upsell opportunities.
Process all customer requests via computer, utilizing multiple and often complex systems, programs, and monitors to research information.
Investigate and resolve customer issues, expedite back orders, and manage requests for returns and other special inquiries.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the issue; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
Process and update customer orders/quotes and/or changes in a timely and accurate manner, meeting departmental productivity metrics.Proactively engage with the outside sales team to ensure regular communication on pricing and other customer concerns. Provide high-level, quality service closely aligned with sales to enable growth.
Follow up with the Sales Department, suppliers, and customers on any outstanding issues.
Seek opportunities to provide solutions.
Make recommendations for process improvements.
Make decisions based on policies and past precedents, seeking guidance as necessary.
Perform other duties as assigned.
Requirements:
High School diploma or equivalent required.
Requires a minimum of 0-2+ years of relevant work experience (i.e., customer service, telephone experience).
Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, Outlook, and Teams.
Able to work in multiple systems concurrently, often using multiple monitors.
Must possess strong interpersonal skills, a positive demeanor, and the professional mannerisms to handle any customer situation.
Resourceful with excellent critical thinking skills; must be detail-oriented, self-motivated, and able to multitask.
Ability to understand the sales process and purchasing cycle and aptitude to learn and comprehend scientific vocabulary/terminology.
Results-oriented, strong work ethic, and an ability to excel within a rapidly changing and growing organization.
Excellent communication skills, both written and verbal, to clearly and concisely communicate with all levels of the organization.
Thrives in a fast-paced, collaborative environment. Works efficiently within deadlines.
We offer:
Training and career development, with onboarding programs for new employees
Financial security through competitive compensation and 401(k) retirement savings
Health care and well-being programs including medical, dental, vision, and an employee assistance program (EAP).
Paid time off, sick time, and 12 Paid Holidays and a floating holiday
Genesee Scientific is proud to be an Equal Employment Opportunity employer.
We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job.
Compensation details:
20-22 Hourly Wage
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