The Role

Provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.

Responsibilities

Improve customer service experience, create both engaged customers and employees; facilitate organic growth

Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery

Establishing and communicating service metrics; monitoring and analyzing results; implementing changes

Take ownership of customer issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Analyze statistics and compile accurate reports

Keep ahead of industry developments and apply best practices to areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets

Maintain an orderly workflow according to priorities

Improve customer service quality results by studying, evaluating, and re-designing processes

Experience/Qualifications

Bachelor’s degree in a related field

Experience managing a Customer Service function

Understanding of Central Lab