{"id":4048421,"url":"https://alion.io/job/certified-group-customer-experience-representative-2","title":"Customer Experience Representative","company":{"id":449714,"name":"Certified Group","domain":"certifiedgroup.com","url":"https://alion.io/company/certified-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":12,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burbank, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GMP","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-11-10T21:09:35Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T00:55:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Certified Group is committed to partnering with customers to deliver innovative scientific solutions and expertise - So The World Can Trust In What It Consumes™. Our network of 30+ North American and European laboratories serves the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries.\n\nOur Brands\nCertified Group is comprised of a set of specialized brands that collectively deliver laboratory testing, regulatory consulting, and certification & audit services across highly regulated industries:\nCertified Laboratories - Provides comprehensive analytical and microbiological testing, primarily supporting food, beverage, cosmetics, OTC, and dietary supplement industries.\n Food Safety Net Services (FSNS) - A leading network of ISO-accredited laboratories across North America, focused on food safety testing, operational support, and technical services for the food industry.\nLabstat - A global leader in contract research and testing for nicotine, tobacco, cannabis, hemp, and next-generation products, with deep expertise in analytical chemistry and toxicology.\nEAS Consulting Group - A regulatory consulting firm offering expert guidance, training, and auditing support across FDA, USDA, and other regulated sectors, powered by a large network of independent advisors.\nFSNS Certification & Audit - Provides accredited third-party auditing and certification services, including food safety, animal welfare, and GMP programs.\nWe are currently looking for a Customer Service Representative to join our team!\nThe Customer Experience Representative I is the primary interface between the clients and the laboratory for daily phone interactions and routine daily client requests. This role is responsible for all client services’ work necessary to support the field sales team and lab, sample submissions, and related duties.\nThis position will route requests to the appropriate expert: Supervisor, Associate Director, Director of Laboratory Technical Services, Technical Supervisor, Lab Manager, as well as other subject matter experts to assist clients, managing follow-up to ensure responses are received by the customer in a timely manner.\nEssential Responsibilities:\nWorks directly with clients, technical teams, and sales to ensure the optimum customer experience.\nProvides proactive customer service to include contacting customers via phone, email, video chat and other means to communicate relevant information and updates about their testing.\nMonitors testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.\nEnsure all customer inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.\nKeeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director and Sales.\nRoutes customer requests and complaints to the appropriate team members and follows up to ensure a timely closure of each case.\nCarries out client requests per instructions and keeps appropriate records.\nCollaborates with sales on current and new business opportunities.\nAssists management and sales in client relations, client communications, client literature dispersal (including special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects and standard operating procedures.\nAwareness of processes, procedures, and techniques in accordance with the Certified Group’s Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.\nPerforms other duties as needed.\nEducation and Experience: \nPreferred one or more years of experience in customer relations to include clerical assistance, customer service, MS Office software usage, preferred.\nSome college education is required. Bachelor’s degree preferred.\nApplied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired.\nLaboratory and scientific experience are a plus.\nEquivalent combination of education and experience is acceptable.\nSkills:\nRead and comprehend instructions, correspondence, and memos and convert them into action.\nEffective verbal and written communication skills strong problem-solving and decision-making skills.\nCommitment to detailed, accurate, and timely results.\nAbility to multi-task, plan, and organize.\nEffectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.\nAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.\nBasic Excel skills are essential.\nGeneral Requirements:\nSome schedule flexibility will be required as work load my vary from week to week.\nAbility to work constructively with others in a traditional office environment.\nComfort with prolonged sitting and viewing of computer screens.\nWork effectively under stress with interruptions and deadlines.\nAbility to think logically and plan strategies to achieve desired outcomes.\n Physical Demands/Work Environment:\nDexterity of hands and fingers to operate a computer keyboard, mouse and to handle other communications/computer components\nPotential exposure to odors, fumes, airborne particles, hazardous chemicals, and microbiological pathogens\nNoise level varies from quiet to loud\nTemperature varies from hot to cold\nColor vision and depth perception\nInteractive and fast-paced team-oriented tasks\nRegularly lift and/or move up to 25 pounds.\nSchedule: Monday-Friday from 8:00am-5:00pm, evening and weekends if needed.\n*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" data-turn-id=\"request-WEB:5caf57a4-bfbe-4957-8ec6-c7b4b55e8248-0\" data-testid=\"conversation-turn-2\" data-scroll-anchor=\"true\" data-turn=\"assistant\">\nThe compensation details provided below reflect the expected pay range for this role, based on the selected compensation structure and applicable guidelines. Actual pay within this range may vary depending on factors such as experience, skills, qualifications, and geographic location. Additional components of total rewards-such as bonuses, benefits, or incentives-may also apply where applicable.\nSalary Range for Pay Transparency\n$24—$25 USD\nBy applying, you acknowledge that Certified Group will process your personal information for recruitment and hiring purposes in accordance with our Applicant Privacy Policy. California residents may review additional information about how we collect and use personal information, including retention and rights, in our California Notice at Collection. To view our Privacy Policy, click the link here: Certified Group Privacy Policy\nWe are an Equal Opportunity Employer and make employment decisions without regard to protected characteristics under applicable law.","description_format":"text","description_chars":7132,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Food Safety","Testing, Inspection & Certification"],"lifecycle":[{"event":"open","at":"2026-11-11T00:55:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":97500,"route":null,"cap_exempt":false,"checked_at":"2026-11-10T11:34:35+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-11-11T01:55:39Z"},"pay":null,"html_url":"https://alion.io/job/certified-group-customer-experience-representative-2","json_url":"https://alion.io/job/certified-group-customer-experience-representative-2.json","meta":{"generated_at":"2026-11-11T01:55:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":444,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449714},"rest":"https://alion.io/mcp/rest/get_company?id=449714"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcertified-group-customer-experience-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcertified-group-customer-experience-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcertified-group-customer-experience-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/certified-group-customer-experience-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcertified-group-customer-experience-representative-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4048421}},{"tool":"search_jobs","arguments":{"company":"certifiedgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4048421},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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