Service Representative Service Representative

Technical Customer Service Representative

Schedule : Monday - Friday

(37.50 Hours per week, Customer service coverage window 8a - 4 : 30pm)

Hybrid schedule available once training is complete :

Month 1 : 5 days per week in office

Month 2 : 3 to 4 days in office

Month 3+ : 3 in, 2 out hybrid schedule

• Flexibility on days will be discussed based on business and employee needs.

Job Description :

Medallion Labs is looking for a motivated and experienced Technical Service Representative to join our external Customer Service department. This position will be responsible for :

Key Responsibilities

Customer Service

nswer customer inquiries via phone or email in a 24-business hour period

o Service capabilities, Results status, Results interpretation, etc.

Handle customer complaints or escalations and facilitate resolution

Handle all portal and order related questions, concerns, and troubleshooting with customers

Demonstrate empathy and support during customer turndowns

o (sample matrix issues, updates to customer's expectations)

Generate quotes for testing

Generate Mock Nutrition Facts Panels via Genesis software

Submit requests for reruns and additional testing through LIMS

Set up conference calls with customers, when needed

Build new customers in LIMS and update existing customer records when needed

Monitor the Customer Service Dashboard in LIMS (i.e. Analyst Notes, etc.)

Enter action items in LIMS for changes to testing and rerun requests

Ensure customers are getting results as soon as possible

Send Prelim Reports to customers, if needed

Contact Approvers to push through Final Reports, if needed

Pull historical data upon request

Log all customer communication in Salesforce

ssist with customer information Echo review as time allows

Communicate weekly updates on submission trends and phone / email metrics

ccount Management

Responsible for managing all client communications to ensure customer satisfaction and support with any service-related issues that result in escalation.

Own large and specialty projects for the account.

Maintain a deep understanding of all of Medallion's services and capabilities and apply them to customer conversation and needs.

Maintain strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

To qualify for the role, the ideal candidate will have proven experience working in a customer facing role with excellent knowledge of the latest lab industry trends and techniques. In addition to being an excellent communicator (written and verbal), preferred candidate will demonstrate strong relationship and client rapport skills.

Minimum Requirement

1 years' experience in retail, customer service and / or account management in any field. Lab / science experience a plus!

Bachelor's degree (science-related field preferred but non-science fields accepted)

Key Skills and Competencies Required