Title: Client Services Associate

Department: Client Services - Forensic Division

Job Type: Regular Full-time

Location: Remote

Schedule: Mon-Fri, 12:00pm to 8:30pm eastern time zone (includes 10% shift differential)

Company Summary:

NMS Labs has developed an extensive menu of more than 2,500 tests to support clients in forensic, criminalistic, public health and clinical fields. For over 50 years, our clients have relied on NMS Labs for unique testing solutions that demonstrate our company core values of Quality, Integrity, Service, Innovation and Engagement. As we work to increase the company's positive impact on public health and public safety, we are seeking talented professionals to join us for the journey! We invite you to learn more about our company by visiting NMSLabs.com.

Job Summary:

We are seeking a regular, full-time Client Services Representative within our Forensic Client Services team. The regular hours for this position are Monday-Friday, from 12pm to 8:30pm. This position serves as the primary point of contact between NMS and our client base. The Client Services Representative serves as the conduit between our clients and the service(s) we provide. This position works closely with various internal partners in providing support to clients in resolving any service needs, problems, concerns and general inquiries received daily.

Requirements:

2 to 4 years' experience in a client services/customer service environment or related laboratory experience. High School diploma required, experience and/or education in the fields of health care, forensic science, or criminal justice is a plus and 2+ years of experience in Microsoft Office

Major Duties and Responsibilities:

• Always maintains professional call management etiquette

• Strong client facing skills and active listening skills; responds to all client contact and inquiries in a professional, timely manner

• Able to adapt to fast paced environment, exemplifying professionalism always

• Ensures a positive customer experience for all internal and external partners

• Able to effectively organize and prioritize daily to meet internal and external deadlines

• Excellent oral and written communication skills; must be able to communicate effectively and in a collaborative manner with all internal and external partners

• Proactively monitors and processes assigned daily administrative tasks to ensure expected client turnaround times are met or exceeded

• Makes outbound client contact to resolve issues impeding results from being reported to client

• Clear and concise documentation of case notes used for legal discoverable purposes

• Solid understanding of all Forensic and Crime Lab test codes and services

• Sound understanding of both LIMS systems and resources to effectively answer client inquires and process administrative tasks

• Supports supply order inquiries and handling of samples/evidence returns

• Provides input to create, improve or revise existing SOPs or processes

• Provides information, general assistance, and client education of all NMS services to internal and external partners

• Participates in team meetings to discuss team improvements, general account observations, problems, concerns, etc.

• Understands and abides by patient confidentially regulations

• Maintains regular and reliable attendance

• Other duties as assigned

Knowledge, Skills and Abilities:

• Excellent phone etiquette, speaking voice, and professional appearance

• Good working knowledge of Microsoft Office Suite

• Ability to effectively prioritize assignments to meet long and short-term deadlines

• Ability to work independently and cohesively as a team

• Sound attention to detail is a must

• Strong client focus; manages and sustains client expectations for a positive client experience

• Strong organization, documentation, follow up, and problem-solving skills

• Able to handle high stress environment while maintaining a professional demeanor always

• Comprehend regulations and SOP's and apply them to work operations

• Effectively communicates findings and recommendations in verbal and written form to employees, management, and clients, and responds to questions in a comprehensible manner

• Define and resolve problems, collects data, establishes facts, and draws valid conclusions

• Identifies and corrects errors

• Demonstrates a high level of integrity

• Familiarity with law enforcement and forensic science disciplines of drug identification and/or forensic toxicology

• Ability to work in a culturally diverse environment, showing respect, patience, professional attitude, and kindness to co-workers

• Ability to talk, hear, stand, reach with hands and arms, and use hands and fingers to manipulate instrument/equipment controls, computer keyboard, office equipment, objects, or tools

• Moving from one work location to another to sit and stand, sometimes for extended periods of time

• Vision (with correction) including color, distance, peripheral vision, depth perception, and the ability to adjust focus

• NMS requires all employees to show proof of full COVID-19 vaccination as of November 1, 2021

Offers of employment are made contingent upon a nationwide background investigation and urine drug screen with results satisfactory to standards of employment at NMS. NMS requires all employees to show proof of full COVID-19 vaccination.

We are an equal opportunity employer and will not discriminate against any employee or applicant for employment because of race, creed, sexual orientation, color, religion, sex, national origin, age, marital status, citizenship status, otherwise qualified disability, or protected veteran status (disabled Armed Forces Service medal, recently separated, active duty or campaign badge), domestic violence victim status, arrest record, or predisposing genetic characteristics.