Customer Support Representative I

ESSENTIAL FUNCTIONS:

Customer Support Representative – Level I (S1):

• Serve as the first point of contact for customer inquiries via phone, email, and chat.

• Answer basic customer questions, including order status, sample submission, and results inquiries.

• Route customer submissions, manage sample orders, and perform account updates in Salesforce and internal systems.

• Handle basic customer service tasks, such as providing invoice copies and troubleshooting minor issues.

• Assist with routine administrative tasks, including Mystery Orders, Accessioning Issues, and paperwork quality control (in-office).

• Manage routine customer inquiries and escalate complex issues when needed.

Core Competencies:

• Communication & Customer Focus: Ability to communicate effectively with customers and provide excellent customer service across different channels.

• Time Management: Ability to manage multiple tasks efficiently while maintaining high-quality service.

• Attention to Detail: Ensure accurate account updates, proper submission routing, and error-free documentation.

• Basic Problem-Solving: Ability to resolve routine customer inquiries independently and escalate more complex issues when appropriate.

QUALIFICATIONS:

• High school diploma or equivalent required; Bachelor’s degree preferred.

• Experience in customer service or office setting strongly preferred but not required.

• Proficiency with Microsoft Office Suite required.

• Experience with Salesforce preferred but not required.

• Strong communication skills, including phone etiquette and written communication.

• Ability to handle customer inquiries professionally, with a customer-centric approach.

• Strong verbal and written communication skills.

• Ability to resolve customer issues efficiently and accurately.

• Ability to handle tasks with precision and minimal errors.

• Ability to work as part of a team and contribute to collective goals.