Client Relations Supervisor

Molecular Testing Labs • Vancouver, WA

432d • $72,800 - $93,600

About The Position

The Client Relations Supervisor is responsible for overseeing a team of Client Relations Specialists and supporting Account Managers in maintaining strong client relationships and ensuring exceptional customer service. This role is crucial for assisting Account Managers with client support, retention, and achieving sales and profitability objectives, while promoting collaboration across the organization.

Requirements

• High School Diploma with minimum 3-5 years of experience in clinical/laboratory customer service position required.
• Associates or Bachelor's degree preferred.
• Active Listening & Communication skills.
• Empathy & Awareness in understanding others' reactions and emotions.
• Critical Thinking for problem-solving and decision-making.
• Prioritization skills to manage tasks efficiently.
• Reliability in meeting deadlines and attending work regularly.
• Customer Service Expertise in needs assessment and service quality standards.
• Proficient in English for clear communication.
• Skilled in Microsoft Office, particularly Excel, Word, and Outlook.
• Familiarity with CRM platforms, preferably HubSpot.
• Experience with Laboratory Information Systems (LIS).
• Knowledge of project management software, preferably Monday.com.

Nice To Haves

• Prior experience in the Healthcare field is highly preferred.

Responsibilities

• Lead Client Relations Specialists team, providing guidance, support, and performance feedback to enhance team effectiveness.
• Handle client calls and inquiries as needed, balancing these responsibilities with supervisory duties to ensure team success and client satisfaction.
• Provide comprehensive support to Account Managers in all client relation activities, ensuring smooth client interactions.
• Establish strong working relationships with Account Managers to understand current client challenges, expectations, and workflows.
• Generate and maintain data-driven reports, including account forecasts, performance summaries, and client activity reports.
• Review client data alongside Account Managers, conduct training and product demonstrations as needed.
• Serve as a liaison between Business Development and Sales Operations - Client Relations and other business units.
• Improve Internal Communication Channels through regular sync meetings and standardized templates for reporting client issues and successes.
• Develop client success metrics to define what success looks like for clients and align with KPIs with overall business goals.
• Aggregate and document client product and service requests, maintaining accurate records to assist Account Managers.
• Support marketing activities, such as creating PowerPoint presentations and handling ad-hoc requests.
• Coordinate with logistics, lab production, and other support functions to ensure smooth client service delivery.
• Complete tasks requested by Account Managers related to specific client needs, ensuring timely and effective execution.
• Enhance onboarding processes by working with Account Managers to refine the client onboarding experience.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED