Technical Customer Service Account Manager Lead

$83,200 - $114,400/Yr

System One - Springfield, IL

Full-time - Mid Level

Remote - Springfield, IL

Administrative and Support Services

About the position

The Technical Customer Service Account Manager Lead is a contract position focused on enhancing customer service efficiency and managing client relationships within a dynamic external Customer Service department. The role involves acting as a liaison between various teams, ensuring customer satisfaction, and executing strategies to improve service delivery for a portfolio of tier 1 customers.

Responsibilities

• Create/lead efficiency strategies and value added workstreams for the CS Team
• Act as the liaison between CS and Ops and CS and Sales
• Execute customer excellence through managing expectations and providing technical responses to customer inquiries
• Manage a portfolio of 15-25 tier 1 customers; ensuring their needs are being met
• Answer customer inquiries via phone or email within a 24-business hour period
• Handle customer complaints and facilitate resolution, acting as the escalation point
• Attend DDS to represent all CS needs and updates for Ops
• Generate quotes for testing and upsell where applicable
• Submit requests for reruns and additional testing through LIMS
• Set up conference calls with customers and facilitate when needed
• Monitor the Customer Service Dashboard in LIMS
• Log all customer communications in Salesforce
• Communicate weekly updates on submission trends and phone/email metrics
• Own large and specialty projects for the account, setting internal and external strategy for execution success

Requirements

• Minimum of 3-5 years' experience in customer service and/or account management
• AS or BS degree in science-related field
• Proficiency in Microsoft Office, LIMS and Salesforce
• Strong time management and prioritization skills
• Excellent interpersonal, communications and business management skills

Nice-to-haves

• Previous analytical lab experience

Benefits

• Health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans
• Participation in a 401(k) plan