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Client Support Specialist

2 months ago

Indianapolis, Indiana, United States POLARIS Laboratories Full time
Job Overview

Purpose: The Customer Experience Team plays a crucial role in fostering and sustaining strong customer relationships. The primary objective is to provide outstanding service and training promptly to both internal and external clients while ensuring a high standard of quality.

Customer Experience Technician, Level I:

  • Engages with clients on behalf of POLARIS and its Private Label Partners.
  • This position serves as a prerequisite for all other roles within the Customer Experience team, offering a foundation for growth opportunities beyond the department.
  • Exemplifies our core values - Promptness, Politeness, Professionalism, and Personalization.

Key Responsibilities:

  • Oversees customer experience, including new user HORIZON access and permissions, account features, training, and customer feedback.
  • Establishes new user accounts and equipment.
  • Handles equipment and sample inquiries, including research and tracking.
  • Processes and monitors product orders.
  • Diagnoses technical issues and seeks innovative solutions.
  • Records customer complaints for root cause analysis and process enhancement.
  • Collaborates with team members to track and report departmental metrics such as response time and call duration.
  • Participates in and documents the Continuous Improvement process.
  • Engages with both internal and external clients regarding accounts, testing, and program functionality.

Essential Skills:

  1. Strong interpersonal skills.
  2. High level of professionalism.
  3. Positive demeanor.
  4. Friendly disposition.
  5. Ability to remain calm under pressure.
  6. Effective stress management.
  7. Excellent verbal and written communication skills.
  8. Organizational proficiency.
  9. Efficiency in task execution.
  10. Strong problem-solving abilities.
  11. Proficient in data entry.
  12. Competent in computer skills, particularly Microsoft Office Suite (Outlook, Excel, Word) and general internet platforms.
  13. Ability to multitask.
  14. Quick learner of new software systems.
  15. Analytical thinking.
  16. Good writing skills, particularly in email etiquette.
  17. Team-oriented mindset.
  18. Empathetic approach.
  19. Commitment to confidentiality.

Preferred Qualifications:

  • Experience with personal protective equipment (PPE) as required.
  • Self-motivated with the ability to work independently.
  • High School Diploma or equivalent.
  • At least 2 years of technical customer support experience.
  • Prior administrative or office experience is advantageous.
  • Familiarity with process improvements is a plus.
  • Knowledge of Lean philosophy is beneficial.

Additional Responsibilities:

  • Adherence to documented policies and procedures.
  • Provides coverage for Customer Experience Admin duties as needed.
  • Performs other duties as assigned by management.

Safety Requirements:

  • Compliance with OSHA regulations necessitates the use of Personal Protective Equipment (PPE) when performing tasks that may pose health or safety risks.
  • Team members will receive training on the proper use and maintenance of assigned PPE. POLARIS Laboratories supplies the necessary PPE, and it is the employee's responsibility to report any defective, damaged, or improperly fitting equipment to their Manager.
  • To ensure safety throughout the facility, all employees must maintain current training in HAZMAT, OSHA, RCRA, and General Laboratory Safety as outlined in the POLARIS Quality System.