Full-Time Client Services Representative

The Client Services Representative exemplifies DDC’s commitment to excellence by providing an exceptional experience to anyone they interact with. A successful Client Services Representative is genuinely excited about helping people. They are passionate about communicating in a professional manner with warmth, empathy, and patience through multiple platforms. They are skilled listeners, maintaining the strictest confidentiality, while being engaging, proactive, and solution-oriented.

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

Schedule: Mon-Fri 8:30am-5:30pm EST

Essential Duties & Responsibilities

• Field 30-40 inbound and/or outbound calls per day requiring active listening and documenting customer interactions and details of inquiry.
• Verify callers and handle case and tested party information confidentially.
• Explain DDC’s products and services in a professional manner via phone, email, text message, or chat.
• Effectively triage and support inquiries related to sample status, turnaround time, recollects, payments, accessing results, etc.
• Ensure that appropriate actions are taken to resolve customer problems and concerns.
• Escalate customer needs that require additional knowledge or ability to leadership.
• Timely communication with other departments via email, chat, and/or ticketing systems.
• Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
• Positively impacts operational efficiency by providing one-call resolutions.
• Other duties as assigned.

Knowledge, Skills, & Abilities

• High school diploma or equivalent preferred.
• Minimum one (1) year’s previous experience within a call center or customer service environment.
• Acquire 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 service.
• Excellent verbal and written communication skills including active listening.
• Service-oriented and able to empathetically address customer grievances.
• Collaborate and work effectively with others.
• Ability to cope with difficult customer situations.
• Proficient computer and typing skills with the ability to learn new software.
• Effective time management and problem-solving skills.
• Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Communicating with others to exchange information.

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