LGC Group
life science tools
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for entry candidates.
“Customer Service Representative at LGC Group. Skills: customer support, account inquiries, administrative duties, participant satisfaction. 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”
What You'll Achieve.
ensures outstanding participant satisfaction; Contribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectively; accurate data processing; adherence to quality standards
Industry & Context.
excellent problem-solving skills; Exercise independent judgment when resolving routine participant questions and identifying the appropriate next steps; Advance issues appropriately when they fall outside of standard guidelines
Ability to remain seated for extended periods and work effectively in an office environment, 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
What They're Looking For.
Must Have
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, 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, 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
Nice to Have
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
What You'll Do.
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
and live chat promptly
Handle account updates
and order modifications through the company’s systems and tools
and process annual renewal orders beginning in early August
Assist participants with the API website
including login issues and navigation
Maintain accurate and organized participant account records and documentation
Communicate professionally across all channels
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
Complete defined processes such as account updates
Ensure compliance with SOPs
data accuracy standards
and established QA procedures
Advance issues appropriately when they fall outside of standard guidelines
How You'll Work.
Team & Collaboration
Works together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc. ) to address participant concerns; Support team initiatives aimed at improving efficiency, quality, and workflow consistency; Work cooperatively with various departments to address participant issues promptly; Participate in internal team meetings, contribute updates, and documents customer interactions in internal systems; May assist in onboarding new team members by sharing process knowledge or participating in peer-training or “buddy” activities
Communication Scope
verbal and written communication abilities; Communicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interaction
Full Job Description
LGC’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. 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 not
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