Company Description

DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity, Immigration, and other DNA Relationship services for consumers, government agencies, healthcare providers, and legal professionals; PeekabooTM Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters, including our DNA testing laboratory, is based in Fairfield, OH in the greater Cincinnati Area. DDC is part of Eurofins, a global scientific company with over 800 laboratories in 50 countries and more than 50,000 employees.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

Job Description

A successful Call Center Representative is genuinely excited about helping people while creating a positive experience for clients. The ideal candidate is an excellent communicator ensuring engaging and efficient first call resolutions. Success in this role involves providing accurate information, maintaining confidentiality, and collaborating with internal teams to solve customer issues. If you’re committed to delivering outstanding service and thrive in a fast-paced environment, we’d love to have you on our team.

This position offers the opportunity to work from home after completing 90 days of in-office training and meeting required performance metrics.

Essential Duties & Responsibilities

Field 40-50 inbound and/or outbound calls per day requiring active listening and documenting client interactions and details of inquiryEffectively triage and support inquiries related to sample status, turnaround time, recollects, payments, and accessing resultsExplain DDC’s products and services in a professional manner via phone, email, text message, or chatEngage with callers while communicating warmth, empathy, and patience throughout interactionVerify callers and handle case and tested party information maintaining the strictest confidentialityEnsure that appropriate actions are taken to resolve customer problems and concernsEscalate customer needs that require additional knowledge or ability to leadershipTimely communication with other departments via email, chat, and/or ticketing systemsFollow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statementsOther duties as assigned or become evident

Qualifications

 

High school diploma/GED preferredOne (1) year’s previous experience within a call center or customer service environment preferredAcquire and maintain up-to-date knowledge of retail and direct-to-consumer (DTC) or government channels and products in order to provide complete and knowledgeable serviceStrong verbal communication skills including active listeningService-oriented and able to empathetically address customer grievancesAbility to cope with difficult customer situationsEffective problem-solving skills, including identifying the root cause of issues and potential solutionsAbility to demonstrate and uphold the highest levels of ethical behavior and confidentialityProficient typing skills with the ability to learn new software

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.Frequent use of a headset and phone to communicate with customers.Regular interaction via digital communication platforms.Communicating with others to exchange information.

Additional Information

Schedule Monday-Friday 8:30am-5:30pm

What we offer:

Excellent full time benefits including comprehensive medical coverage, dental, and vision optionsLife and disability insurance401(k) with company matchPaid vacation and holidays

Eurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.