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Customer Service/Account Representative

2 months ago

Minneapolis, United States BCForward Full time
Job DescriptionJob Description

BCforward is currently seeking a highly motivated Customer Service/Account Representative Job for an opportunity in Minneapolis, MN location

Position Title:  Customer Service/Account Representative

Location: Minneapolis, MN

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 3+ months  

Job Type:  Contract role – (can be Remote, Onsite, Hybrid)

Pay Range: $20/hr – $25/hr

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Requirements:

·         analytical lab

·        customers service

·        Handle customer complaints

Job Description:

Customer Service

• Answer customer inquiries via phone or email in a 24-business hour period

o Service capabilities, Results status, Results interpretation, etc.

• Handle customer complaints and facilitate resolution and act as the escalation point for other CS team members

• Handles all data recalls on the customer side

• Attend DDS to represent all CS needs and updates for Ops

• Demonstrate empathy and support during customer turndowns

o (sample matrix issues, updates to customer's expectations)

• Generate quotes for testing - upsell where applicable

• Generate Mock Nutrition Facts Panels via Genesis software

• Submit requests for reruns and additional testing through LIMS

• Set up conference calls with customers and facilitate, when needed

• Build new customers in LIMS and update existing customer records when needed

• Monitor the Customer Service Dashboard in LIMS (i.e. Analyst Notes, etc.)

• Enter action items in LIMS for changes to testing and rerun requests

• Ensure customers are getting results as soon as possible

• Send Prelim Reports to customers, if needed

• Contact Approvers to push through Final Reports, if needed

• Pull historical data upon request

• Log all customer communications in Salesforce

• Assist with customer information Echo review as time allows

• Communicate weekly updates on submission trends and phone/email metrics

Account Management

• Responsible for managing client communications to ensure customer satisfaction and support with any service-related issues that result in escalation.

• Own large and specialty projects for the account. Set internal and external strategy for these projects to ensure execution success.

• Maintain a deep understanding of all of Medallions services and capabilities and apply them to customer conversation and needs.

• Maintain strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

Minimum Requirement

• Minimum of 3-5 years experience in customer service and/or account management

• AS or BS degree in science-related field

• Proficiency in Microsoft Office, LIMS and Salesforce

Key Skills and Competencies Required

• Strong time management and prioritization skills

• Excellent interpersonal, communications and business management skills

• Team Player

• Previous analytical lab experience a plus

 

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

Keywords:

Customer Service or Account Representative or CSR

 

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Company DescriptionAbout BCforward
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.Company DescriptionAbout BCforward\r
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.\r
BCforward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.\r
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.\r
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.