Client Engagement Specialist

Client Engagement Specialist

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 950 laboratories in 60 countries and more than 65,000 employees.

Job Description

The Client Engagement Specialist exemplifies DDC's commitment to excellence by providing an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Client Engagement Specialist serves to execute tactical client needs expeditiously. They work to ensure the successful delivery of services to clients and their customers.

This position reports to the Client Success Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Client Engagement Specialist must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services.

Duties / Responsibilities :

• Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations
• Meticulously communicate through resolution when resolving client concerns and / or escalate issues to the Client Success Manager appropriately.
• Answer 50+ incoming phone calls from accounts and patients daily
• Make 50+ outbound phone calls to alert accounts of challenges with cases
• Respond to 50+ email inquiries in a professional and timely manner daily
• Effectively triage and support inquiries related to sample status, turnaround time, redraws, payments, portal access, and supplies.
• Scheduling support for Immigration Cases
• Correspond with clients on helps and case adjustments to verify or obtain missing information
• Quality check daily cases to ensure the appropriate fees were assigned
• Take initiative to help team members when needed
• Follow DDC procedures and guidelines to ensure that DDC's services are offered in a manner consistent with our mission and vision statements.
• Work effectively with their teammates, manager, and other DDC teams

Qualifications

Additional Information