Customer Service Representative

LGC Proficiency Testing, North America is based in Traverse City, Michigan. Adding this dedicated PT site to the LGC portfolio makes us a global leader in proficiency testing, providing a strong North American counterpart to our existing PT hub locations in Bury, UK, and Johannesburg, SA.

LGC's operations at this site support American Proficiency Institute, the second largest clinical PT provider in the United States. LGC provides services such as IT, dispatch, commercial and customer services to API and its 20,000 customers.

Key Responsibilities:

• Learn the ins-and-outs of clinical proficiency testing, including API’s vast selection of program offerings, and assist customers in selecting the right programs for their sites.
• Answer incoming customer inquiries by phone, email, and live chat.
• Process account and order changes using our website and in-house software program.
• Review, revise, and process yearly renewal orders, beginning in early August.
• Assist customers with the API website, including login problems and website navigation.
• Collaborate with other on-site departments (Technical Support, Supply Chain, Accounting etc.) to resolve customer issues.
• Formulate quotes for customers to receive payment or Purchase Orders (PO#s) for new programs.
• Work with QA Department to help customers troubleshoot notices from their accrediting agencies.

Minimum qualifications:

• Bachelor's Degree or equivalent work experience with a minimum of 1 year of high call volume customer service experience.

Preferred qualifications:

• Experience in handling periods of high volume customer communications (e.g. phone calls, emails, and chats).
• Background/exposure to scientific and/or medical terminology.
• Experience in an office setting.

Knowledge, Skills, Abilities, and Traits:

• Excellent communication skills, both written and verbal, including outstanding grammar.
• Proficiency in Microsoft Applications (Excel, PowerPoint, Word, and Outlook) and strong digital literacy.
• Must be tactful and diplomatic with customers, outside organizations, and coworkers.
• Collaborates well with people in a team environment.
• Able to multi-task and work independently.
• High accuracy and attention to detail.
• Professional and friendly phone voice.
• Excellent critical thinking, troubleshooting and problem-solving skills.
• Strong organizational skills.

Work Setting:

• Primarily an office setting which requires continual sitting or standing at a work station.

About 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

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

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 off
• Major holidays off
• Paid training
• Potential for hybrid remote work after training period is over
• Generous PTO
• Tuition reimbursement
• 401k with employer match
• Medical/Dental/Vision insurance
• Life insurance
• Employer-paid short-and-long term disability
• Flexible spending account or Health Savings Account

Equal opportunities

LGC 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

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