Customer Service Representative
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 APIs 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 APIs 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 companys 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:
APIs 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
