GENERAL STATEMENT OF RESPONSIBILITY: Responsible for serving as the primary point of contact and point of escalation for designated accounts. This includes ensuring that service related deliverables are completed in an accurate and timely manner within established Service Level Agreements. The individual must work closely with their client contacts, as well as, cross functionally within CRL.

ESSENTIAL FUNCTIONS:

Level 1

• Primary point of contact for assigned accounts.
• Manage service requests and inquiries of accounts, as well as, internal sources in support of business requirements.
• Assist with phone queue, when necessary.
• Ability to provide training and assistance to account coordinators on all standard job functions.
• Assist or lead in client implementation and onboarding of accounts with volumes of 3k samples per year or lower.
• Provide basic support to higher level analyst role on implementation of clients or accounts of volumes larger than 3k samples per year.
• Assist in the defining of project scopes and objectives involving multiple business services or products to ensure technical feasibility.
• Work with clients to create new panel and/or cutoff modification requests.
• Serve as point of escalation to resolve non-routine service issues; including conducting research to identify root cause, developing or proposing strategies for resolution, and assisting in the implementation of solutions.
• Attend client meetings as requested.
• Assist with the management of daily workflow assignments, as needed.
• Assist Team Lead in training staff members, as needed.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Keep work area neat and clean.

Other duties as assigned.

Level 2

• Able to perform all duties of level 1 analyst duties.
• Ability to provide training and assistance to account coordinators and level 1 analysts on all standard job functions.
• Assist or lead with client implementation of accounts with volumes of 10k samples per year or lower.
• Management of weekly pricing error process and associated team.
• Lead or assist in defining of project scopes and objectives involving multiple business services or products to ensure technical feasibility.
• Provide direction to coordinators or level 1 analysts on daily workflow assignments as needed.
• Work with the SBU to solve tactical issues by bringing subject matter knowledge to the teams.

JOB QUALIFICATIONS:

EDUCATION: High School Diploma or equipment.

EXPERIENCE: 3 years of customer service experience, preferably within a call center environment.

SKILLS & ABILITIES:

• Cooperative approach to client relations
• Well-developed interpersonal skills
• Ability to communicate professionally both verbally and written.
• Proficient with Microsoft Applications (Excel, Word, Outlook)
• Detail oriented
• Strong organizational skills
• Adaptable and works well under pressure
• Analysis and problem solving abilities
• Ability to handle multiple tasks
• Follow through and dependability
• Ability to prioritize and easily adapts to changing priorities
• Team oriented
• Ability to be at work and on time
• Ability and judgment to interact and communicate appropriately with other employees, clients and management

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.

The following physical attributes are required for this position:

• Sitting for extended lengths of time
• Close vision requirements due to computer work
• Repetitive use of hands, fingers, wrists, and elbows for operating a computer and telephone
• Light lifting, up to 10 pounds

EQUIPMENT: PC and communications equipment

OTHER: Overtime as required to meet customer needs, to be determined daily. Weekend work as necessary.

The employer shall, in its discretion, modify or adjust this position to meet the company’s changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.

Level 2 – Minimum 1 year of experience as Client Care Analyst Level 1

• denotes essential job function

An Equal Opportunity Employer

Pay Range: $18.00 - $28.50

Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement