Customer Service Representative

About the role

As a Customer Service Representative at LGC, you will act as the face of our company and deliver exceptional support to clients. This position provides an opportunity to become part of a dynamic, ambitious group in the Information Technology field. Your efforts will have a direct effect on our participants' experience.

The Customer Service Representative, an important member of the LGC PT Customer Service team, ensures outstanding participant satisfaction by managing account inquiries and administrative duties efficiently and accurately. This role professionally and courteously represents API's proficiency testing programs across various communication methods such as email, phone, fax, and live chat. It requires excellent problem-solving skills, a keen eye for detail, and a focus on delivering timely solutions centered on the customer.

To perform this job successfully, an individual must be able to capably perform each of the following essential duties:

• Develop an in-depth understanding of clinical proficiency testing, including API's program offerings, to help participants select appropriate programs
• Address participant questions through phone, email, and live chat promptly, courteously, and accurately
• Handle account updates, new orders, and order modifications through the company's systems and tools
• Review, revise, and process annual renewal orders beginning in early August
• Assist participants with the API website, including login issues and navigation
• Works together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc.) to address participant concerns
• Prepare quotes to obtain payments or purchase orders for new program enrollments
• Support participants who receive notices from accrediting agencies by partnering with the QA department
• Maintain accurate and organized participant account records and documentation
• Communicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interaction
• Enhance customer awareness of company policies, solicit feedback from participants and relevant parties, and adhere to established protocols when resolving concerns
• Assist with collection of accounts receivable as needed
• Performs other duties as required, or assigned by management, to meet business need

Business Impact

• Responsible for daily activities such as responding to customer inquiries, updating accounts, processing orders, and documenting interactions
• Support monthly and annual business cycles, including renewal processing scheduled each August and ongoing customer account maintenance
• Contribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectively
• Work within established Standard Operating Procedures (SOPs), work instructions, and quality guidelines under regular supervision
• Exercise independent judgment when resolving routine participant questions and identifying the appropriate next steps
• Suggest improvements to processes, scripts, FAQs, and participant communications when recurring issues or inefficiencies are identified
• Primarily tactical and operational, with a strong focus on day-to-day participant support, accurate data processing, and adherence to quality standards
• May participate in small process-improvement efforts but does not engage in long-term planning
• Regularly connects via email, phone, live chat, and fax to assist participant needs
• Participate in internal team meetings, contribute updates, and documents customer interactions in internal systems
• May help draft participant instructions or contribute feedback on customer-facing materials
• This role does not have direct reports and does not manage staffing, recruiting, or performance for others
• May assist in onboarding new team members by sharing process knowledge or participating in peer-training or "buddy" activities
• Complete defined processes such as account updates, order entry, renewal processing, documentation, and customer triage
• Ensure compliance with SOPs, data accuracy standards, and established QA procedures
• Advance issues appropriately when they fall outside of standard guidelines
• Develop expertise in:

API's proficiency evaluation programs

LGC systems, Customer Relationship Management (CRM) platforms, and workflows:

• Customer account management processes

Website navigation and participant troubleshooting

• Serve as a knowledgeable resource for participants seeking guidance on program selection or account concerns
• Actively finds opportunities to streamline processes, reduce repetitive issues, and enhance customer experience
• Support team initiatives aimed at improving efficiency, quality, and workflow consistency
• Contribute feedback to improve SOPs, training materials, and customer resources

Minimum Qualifications

• Customer service experience in a call center, administrative, or client-focused environment
• High school diploma or equivalent experience
• Experience working with computers, email platforms, and internet-based tools to assist customer interactions
• Strong verbal and written communication abilities. Able to handle a high volume of inquiries through phone, email, live chat, and other channels
• Demonstrated ability to resolve concerns with professionalism, courtesy, and patience
• Proficiency with standard office software (e.g., Outlook, Word, Excel)
• Ability to rapidly understand and use internal Customer Relationship Management (CRM) systems, order-entry systems, and web-based account tools
• Strong typing, data entry, and documentation skills with a high level of accuracy
• Capacity to function efficiently within a structured and orderly setting
• Comfort with routine, repetitive tasks while maintaining accuracy and quality
• Ability to remain seated for extended periods and work effectively in an office environment

Preferred Qualifications

• Associate or bachelor's degree preferred (Life Sciences, Healthcare Administration, Business, or related field)
• Experience with clinical laboratory functions, proficiency testing initiatives, or accreditation standards
• Background/exposure to medical terminology
• Experience assisting customers through phone, email, and live chat within a structured setting
• Experience communicating program selections, renewals, and order modifications through internal systems
• Coursework or exposure to Clinical Laboratory Improvement Amendments (CLIA), College of American Pathologists (CAP), or other accrediting bodies

Behavioral & Interpersonal competencies

• Resonate and operate in line with LGC's core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect
• Communicate clearly, professionally, and with tact when interacting with participants and colleagues at all levels
• Demonstrate diplomacy, patience, and discretion when handling sensitive, confidential, or difficult customer situations
• Maintain a strong customer-centric approach, consistently delivering responsive, courteous, and effective service
• Build and maintain positive relationships with participants through empathy, active listening, and follow-through
• Work effectively in a team environment, supporting peers, sharing information, and contributing to a positive team culture
• Work cooperatively with various departments to address participant issues promptly
• Adapt quickly to changing priorities, new systems, updated procedures, and evolving business needs
• Manage multiple responsibilities simultaneously while maintaining accuracy, composure, and professionalism

Work conditions and environment

• This role is typically scheduled Monday through Friday during standard business hours for a total of 40 hours per week
• Occasional evening or weekend work may be required to support business operations and customer needs
• Primarily carry out responsibilities in an office environment
• Frequently stationed at a desk to respond to customer calls and emails
• The role is primarily office-based and involves frequent, prolonged periods of sitting while managing customer calls and emails
• Standard ergonomic safety practices apply