Customer Experience Representative – Client Services

About the role

Certified Group is seeking a Customer Experience Representative to serve as the primary interface between clients and its network of laboratories. The role involves handling daily phone, email and video‑chat interactions, routing requests to the appropriate technical experts, and ensuring timely communication of testing updates.

Key responsibilities

• Respond to client inquiries via phone, email and video chat, providing proactive updates on sample testing status.
• Monitor testing report due dates, follow up with lab managers on delays, and inform customers of any changes.
• Route client requests to subject‑matter experts such as supervisors, directors, lab managers and technical staff.
• Maintain accurate records of client interactions and ensure issues are resolved efficiently.
• Escalate complex or urgent matters to senior team members to guarantee timely resolution.

Required profile

• Excellent verbal and written communication skills.
• Strong organizational abilities and attention to detail.
• Proactive attitude with a focus on delivering a positive customer experience.
• Ability to work collaboratively with technical, sales and laboratory teams.

Required skills