Customer Service Representative

Position Overview

The ideal candidate is personable, organized, and comfortable balancing client communication, administrative duties, and outreach. This person will help represent Pinnacle’s professionalism to every client they interact with, both in person and online.

Client Support & Communication

• Serve as the main point of contact for clients by phone, email, and in person.
• Answer client questions about services, pricing, and sample submission procedures.
• Provide guidance to new clients during onboarding, ensuring a smooth experience.
• Conduct outreach to potential clients through calls, text, emails, and follow-ups.
• Create and send marketing email campaigns and assist with social media content.
• Track new leads, client interactions, and sales opportunities using Hub Spot
  CRM.
• Participate in the company’s incentive program based on new client conversions and outreach performance.

Administrative & Laboratory Support

• Assist with new client forms, sample documentation and billing notes.
• Enter and maintain accurate data in the Laboratory Information Management System (LIMS).
• Support office operations as needed to maintain a smooth daily workflow.

To help you succeed, clear metrics are used to guide progress:

• Number of client outreach calls, texts, and marketing emails sent
• Number of tasks created
• Number of new client accounts onboarded
• Follow-up consistency and response time
• Quality of client communication in calls and retention

• 2+ years of customer service, inside sales, or administrative experience.
• Excellent communication and interpersonal skills, with a confident phone and email presence.
• Highly self-driven and organized
  , able to manage daily tasks, follow-ups, and outreach goals with minimal supervision.
• Strong time management skills
  , able to balance client communication, administrative duties, and marketing projects efficiently.
• Proficiency in Google Workspace (Google docs, sheets, Gmail) and comfort learning new systems.
• Familiarity with Hub Spot
  , Method
  , Mailchimp
  , or other CRM/marketing tools.
• Ability to multitask and stay organized in a fast-paced environment.
• Positive attitude, problem-solving mindset, and eagerness to learn technical concepts related to environmental lab services.
• Health insurance
• Paid time off
• Bonus opportunities with new client onboarding
• Career growth within a supportive small-business environment