As part of our customer service team at LGC PT, a Customer Service Representative answers questions and handles the administrative details of participants’ accounts in an efficient, effective, and courteous manner. They are also responsible for representing API Proficiency testing programs and service through email, phone, fax, and live chat.

Main Duties and Responsibilities

• Handle communication from API customers, distributors, and others in a professional and responsive manner. Follow up where appropriate to ensure customer satisfaction and retention.
• Review orders prior to completion, ensuring that offered programs will meet customer requirements. Assist API customers with program selection to ensure compliance. Ensure API customer orders are processed in an accurate and timely manner.
• Assist API customers with successful access and navigation of the API website.
• Gather necessary information and coordinate with departments to ensure successful order completion.
• Follow company procedures to keep records of orders and correspondence with API customers. File paper and electronic documents in a standard way for reference by other approved staff.

Credentials and Experience

Preferred

• Experience or training in dealing with customers or the public across multiple points of contact (e.g. phone, email, and chat)

Helpful

• Background/exposure to scientific and/or medical terminology
• Experience in an office setting
• Experience in handling periods of high volume of customer communication (e.g. phone calls, emails, and chats)

Desired Knowledge, Skills, Abilities, and Traits

• Excellent communication skills, including impeccable grammar
• Strong organizational skills
• Proficiency in Microsoft Applications (Excel, PowerPoint, Word)
• Ability to be tactful and diplomatic with customers, outside organizations, and coworkers
• Ability to work well with people in a team environment
• Ability to multitask and work independently
• Ability to remain stationary (either sitting or standing) at workstation for long periods of time
• Accuracy and attention to detail