{"id":3705934,"url":"https://alion.io/job/lgc-group-customer-service-representative","title":"Customer Service Representative","company":{"id":4750,"name":"LGC Group","domain":"lgcgroup.com","url":"https://alion.io/company/lgc-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Traverse City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-03T19:45:31Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-09T12:32:52Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"LGC’s operations at this site support the American Proficiency Institute (API), the second-largest clinical proficiency testing provider in the United States. LGC delivers IT, dispatch, commercial, and customer service support to API and its 20,000+ participants.\n As a Customer Service Representative at LGC, you will act as the face of our company and deliver exceptional support to clients. This position provides an opportunity to become part of a dynamic, ambitious group in the Information Technology field. Your efforts will have a direct effect on our participants' experience.\nThe Customer Service Representative, an important member of the LGC PT Customer Service team, ensures outstanding participant satisfaction by managing account inquiries and administrative duties efficiently and accurately. This role professionally and courteously represents API’s proficiency testing programs across various communication methods such as email, phone, fax, and live chat. It requires excellent problem-solving skills, a keen eye for detail, and a focus on delivering timely solutions centered on the customer.\nTo perform this job successfully, an individual must be able to capably perform each of the following essential duties:\nDevelop an in-depth understanding of clinical proficiency testing, including API’s program offerings, to help participants select appropriate programs\nAddress participant questions through phone, email, and live chat promptly, courteously, and accurately\nHandle account updates, new orders, and order modifications through the company’s systems and tools\nReview, revise, and process annual renewal orders beginning in early August\nAssist participants with the API website, including login issues and navigation\nWorks together with internal groups (Technical Support, Supply Chain, Accounting, QA, etc.) to address participant concerns\nPrepare quotes to obtain payments or purchase orders for new program enrollments\nSupport participants who receive notices from accrediting agencies by partnering with the QA department\nMaintain accurate and organized participant account records and documentation\nCommunicates professionally across all channels, ensuring clarity, efficiency, and consistency in every interaction\nEnhance customer awareness of company policies, solicit feedback from participants and relevant parties, and adhere to established protocols when resolving concerns\nAssist with collection of accounts receivable as needed\nPerforms other duties as required, or assigned by management, to meet business need\nBusiness Impact:\nResponsible for daily activities such as responding to customer inquiries, updating accounts, processing orders, and documenting interactions\nSupport monthly and annual business cycles, including renewal processing scheduled each August and ongoing customer account maintenance\nContribute to high customer satisfaction scores and retention metrics by resolving issues promptly and effectively\nWork within established Standard Operating Procedures (SOPs), work instructions, and quality guidelines under regular supervision\nExercise independent judgment when resolving routine participant questions and identifying the appropriate next steps\nSuggest improvements to processes, scripts, FAQs, and participant communications when recurring issues or inefficiencies are identified\nPrimarily tactical and operational, with a strong focus on day-to-day participant support, accurate data processing, and adherence to quality standards\nMay participate in small process-improvement efforts but does not engage in long-term planning\nRegularly connects via email, phone, live chat, and fax to assist participant needs\nParticipate in internal team meetings, contribute updates, and documents customer interactions in internal systems\nMay help draft participant instructions or contribute feedback on customer-facing materials\nThis role does not have direct reports and does not manage staffing, recruiting, or performance for others\nMay assist in onboarding new team members by sharing process knowledge or participating in peer-training or “buddy” activities\nComplete defined processes such as account updates, order entry, renewal processing, documentation, and customer triage\nEnsure compliance with SOPs, data accuracy standards, and established QA procedures\nAdvance issues appropriately when they fall outside of standard guidelines\nDevelop expertise in:\nAPI’s proficiency evaluation programs:\nLGC systems, Customer Relationship Management (CRM) platforms, and workflows:\nCustomer account management processes\nWebsite navigation and participant troubleshooting:\nServe as a knowledgeable resource for participants seeking guidance on program selection or account concerns\nActively finds opportunities to streamline processes, reduce repetitive issues, and enhance customer experience\nSupport team initiatives aimed at improving efficiency, quality, and workflow consistency\nContribute feedback to improve SOPs, training materials, and customer resources\n Minimum Qualifications:\nCustomer service experience in a call center, administrative, or client-focused environment\nHigh school diploma or equivalent experience\nExperience working with computers, email platforms, and internet-based tools to assist customer interactions\nStrong verbal and written communication abilities. Able to handle a high volume of inquiries through phone, email, live chat, and other channels\nDemonstrated ability to resolve concerns with professionalism, courtesy, and patience\nProficiency with standard office software (e.g., Outlook, Word, Excel)\nAbility to rapidly understand and use internal Customer Relationship Management (CRM) systems, order-entry systems, and web-based account tools\nStrong typing, data entry, and documentation skills with a high level of accuracy\nCapacity to function efficiently within a structured and orderly setting\nComfort with routine, repetitive tasks while maintaining accuracy and quality\nAbility to remain seated for extended periods and work effectively in an office environment\nPreferred Qualifications:\nAssociate or bachelor’s degree preferred (Life Sciences, Healthcare Administration, Business, or related field)\nExperience with clinical laboratory functions, proficiency testing initiatives, or accreditation standards\nBackground/exposure to medical terminology\nExperience assisting customers through phone, email, and live chat within a structured setting\nExperience communicating program selections, renewals, and order modifications through internal systems\nCoursework or exposure to Clinical Laboratory Improvement Amendments (CLIA), College of American Pathologists (CAP), or other accrediting bodies\nBehavioral & Interpersonal competencies:\nResonate and operate in line with LGC’s core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect\nCommunicate clearly, professionally, and with tact when interacting with participants and colleagues at all levels\nDemonstrate diplomacy, patience, and discretion when handling sensitive, confidential, or difficult customer situations\nMaintain a strong customer-centric approach, consistently delivering responsive, courteous, and effective service\nBuild and maintain positive relationships with participants through empathy, active listening, and follow-through\nWork effectively in a team environment, supporting peers, sharing information, and contributing to a positive team culture\nWork cooperatively with various departments to address participant issues promptly\nAdapt quickly to changing priorities, new systems, updated procedures, and evolving business needs\nManage multiple responsibilities simultaneously while maintaining accuracy, composure, and professionalism\nWork conditions and environment:\nThis role is typically scheduled Monday through Friday during standard business hours for a total of 40 hours per week\nOccasional evening or weekend work may be required to support business operations and customer needs\nPrimarily carry out responsibilities in an office environment\nFrequently stationed at a desk to respond to customer calls and emails\nThe role is primarily office-based and involves frequent, prolonged periods of sitting while managing customer calls and emails\nStandard ergonomic safety practices apply\n About LGC:\nLGC is a leading, global life science tools company, providing critically important components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range.\nOur values\nPASSION\nCURIOSITY\nINTEGRITY\nBRILLIANCE\nRESPECT\nBenefits of working for us!\nNo in-person customers! All customers are served over phone, email, or live chat.\nFull-time (40hrs per week)\nMonday thru Friday (9:00am-5:00pm)\nWeekends off\nMajor holidays off\nPaid training\nGenerous PTO\nTuition reimbursement\n401k with employer match\nMedical/Dental/Vision insurance\nLife insurance\nEmployer-paid short-and-long term disability\nFlexible spending account or Health Savings Account\nEqual opportunities\nLGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental status, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to these factors.\nFor more information about LGC, please visit our website www.lgcgroup.com\n#scienceforasaferworld","description_format":"text","description_chars":9768,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Life insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Laboratory Equipment","Testing, Inspection & Certification"],"lifecycle":[{"event":"open","at":"2026-11-03T21:05:36Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":30,"reasons":["conf:2","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/lgc-group-customer-service-representative","json_url":"https://alion.io/job/lgc-group-customer-service-representative.json","meta":{"generated_at":"2026-11-09T17:24:36Z","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":949,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"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":4750},"rest":"https://alion.io/mcp/rest/get_company?id=4750"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flgc-group-customer-service-representative"},{"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%2Flgc-group-customer-service-representative"},{"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%2Flgc-group-customer-service-representative"},{"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/lgc-group-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flgc-group-customer-service-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3705934}},{"tool":"search_jobs","arguments":{"company":"lgcgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3705934},"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. Docs: https://alion.io/developers"}}