Customer Service Representative

Company DescriptionLGC's operations at this site support the American Proficiency Institute (API), the second-largest clinical proficiency testing provider in the United States. LGC delivers IT, dispatch, commercial, and customer service support to API and its 20,000+ participants.

Job DescriptionAs 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 programsAddress participant questions through phone, email, and live chat promptly, courteously, and accuratelyHandle account updates, new orders, and order modifications through the company's systems and toolsReview, revise, and process annual renewal orders beginning in early AugustAssist participants with the API website, including login issues and navigationWorks together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc.) to address participant concernsPrepare quotes to obtain payments or purchase orders for new program enrollmentsSupport participants who receive notices from accrediting agencies by partnering with the QA departmentMaintain accurate and organized participant account records and documentationCommunicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interactionEnhance customer awareness of company policies, solicit feedback from participants and relevant parties, and adhere to established protocols when resolving concernsAssist with collection of accounts receivable as neededPerforms 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 interactionsSupport monthly and annual business cycles, including renewal processing scheduled each August and ongoing customer account maintenanceContribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectivelyWork within established Standard Operating Procedures (SOPs), work instructions, and quality guidelines under regular supervisionExercise independent judgment when resolving routine participant questions and identifying the appropriate next stepsSuggest improvements to processes, scripts, FAQs, and participant communications when recurring issues or inefficiencies are identifiedPrimarily tactical and operational, with a strong focus on day-to-day participant support, accurate data processing, and adherence to quality standardsMay participate in small process-improvement efforts but does not engage in long-term planningRegularly connects via email, phone, live chat, and fax to assist participant needsParticipate in internal team meetings, contribute updates, and documents customer interactions in internal systemsMay help draft participant instructions or contribute feedback on customer-facing materialsThis role does not have direct reports and does not manage staffing, recruiting, or performance for othersMay assist in onboarding new team members by sharing process knowledge or participating in peer-training or "buddy" activitiesComplete defined processes such as account updates, order entry, renewal processing, documentation, and customer triageEnsure compliance with SOPs, data accuracy standards, and established QA proceduresAdvance issues appropriately when they fall outside of standard guidelinesDevelop expertise in:

API's proficiency evaluation programs: LGC systems, Customer Relationship Management (CRM) platforms, and workflows: Customer account management processesWebsite navigation and participant troubleshooting: Serve as a knowledgeable resource for participants seeking guidance on program selection or account concernsActively finds opportunities to streamline processes, reduce repetitive issues, and enhance customer experienceSupport team initiatives aimed at improving efficiency, quality, and workflow consistencyContribute feedback to improve SOPs, training materials, and customer resources

QualificationsMinimum Qualifications:

Customer service experience in a call center, administrative, or client-focused environmentHigh school diploma or equivalent experienceExperience working with computers, email platforms, and internet-based tools to assist customer interactionsStrong verbal and written communication abilities. Able to handle a high volume of inquiries through phone, email, live chat, and other channelsDemonstrated ability to resolve concerns with professionalism, courtesy, and patienceProficiency 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 toolsStrong typing, data entry, and documentation skills with a high level of accuracyCapacity to function efficiently within a structured and orderly settingComfort with routine, repetitive tasks while maintaining accuracy and qualityAbility 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 standardsBackground/exposure to medical terminologyExperience assisting customers through phone, email, and live chat within a structured settingExperience communicating program selections, renewals, and order modifications through internal systemsCoursework or exposure to Clinical Laboratory Improvement Amendments (CLIA), College of American Pathologists (CAP), or other accrediting bodiesBehavioural & interpersonal competencies:

Resonate and operate in line with LGC's core value behaviors: Passion, Curiosity, Integrity, Brilliance, and RespectCommunicate clearly, professionally, and with tact when interacting with participants and colleagues at all levelsDemonstrate diplomacy, patience, and discretion when handling sensitive, confidential, or difficult customer situationsMaintain a strong customer-centric approach, consistently delivering responsive, courteous, and effective serviceBuild and maintain positive relationships with participants through empathy, active listening, and follow-throughWork effectively in a team environment, supporting peers, sharing information, and contributing to a positive team cultureWork cooperatively with various departments to address participant issues promptlyAdapt quickly to changing priorities, new systems, updated procedures, and evolving business needsManage multiple responsibilities simultaneously while maintaining accuracy, composure, and professionalismWork conditions and environment:

This role is typically scheduled Monday through Friday during standard business hours for a total of 40 hours per weekOccasional evening or weekend work may be required to support business operations and customer needsPrimarily carry out responsibilities in an office environmentFrequently stationed at a desk to respond to customer calls and emailsThe role is primarily office-based and involves frequent, prolonged periods of sitting while managing customer calls and emailsStandard ergonomic safety practices apply

Additional InformationAbout LGC:

LGC is a leading, global life science tools company, providing critically important components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers' products and workflows and are valued for their performance, quality, and range.

Our values

PASSIONCURIOSITY INTEGRITYBRILLIANCERESPECT

 Benefits of working for us!

No in-person customers! All customers are served over phone, email, or live chat.

Full-time (40hrs per week)Monday thru Friday (9:00am-5:00pm)Weekends offMajor holidays offPaid trainingGenerous PTOTuition reimbursement401k with employer matchMedical/Dental/Vision insuranceLife insuranceEmployer-paid short-and-long term disabilityFlexible spending account or Health Savings AccountEqual opportunitiesLGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental status, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to these factors.

For more information about LGC, please visit our website www.lgcgroup.com#scienceforasaferworld