Sr. Client Service Specialist managing client risk management solutions for The Baldwin Group in Texas. Working closely with advisors and dedicated professionals to analyze client data and evaluate needs.
About the role
- Client Services Associate providing exceptional client experience in biotech industry. Handling complex inquiries and collaborating with healthcare professionals to ensure efficient operations.
Responsibilities
- Serve as the primary point of contact for escalated or complex client inquiries
- Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction
- Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS
- Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes
- Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment
- Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions
- Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy
- Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively
Requirements
- Bachelor's degree preferred; high school diploma or equivalent required
- 0-2+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors
- Proven proficiency using Salesforce.com and Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong computer skills, preferably in a Mac environment
- Ability to multitask and manage multiple projects independently
- Experience working effectively in a collaborative team environment
- Flexibility regarding working hours based on operational needs
- Bilingual in English and Spanish is a plus.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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