Client Services Representative

About L & E Research, Inc.

L&E Research connects clients with consumers, medical professionals, business professionals, and more – for virtually any market research project. We make efficient and accurate connections through the ongoing development of L&E’s software and technology solutions. 

L&E Research owns and operates facilities and recruiting centers in: Charlotte, NC, Cincinnati, OH, Chicago, IL, Columbus, OH, Denver, CO, New York, NY, Raleigh, NC, Orlando, FL, and Tampa, FL. L&E Research is a market research company and has been in business since 1984.  L&E has assisted thousands of corporations, providing insights and valid data to make better business decisions. We offer recruiting, screener development, project management, and facility services. We assist with qualitative research, both in-person and online, as well as quantitative research including telephone interviews, taste tests, CLTs, in-home testing, Usability testing, Eye Tracking, and more.

Client Services Representative

Below outlines the core job responsibilities of the L&E Research Client Services Representative (CSR) position and is intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. The employer reserves the right to amend and modify these responsibilities should alternate needs arise. The employee must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodation will be provided. 

Job Summary 

The Client Services Representative (CSR) is the entry point to the Client Services team at L&E Research. In this highly visible, client-facing role, the CSR supports daily facility operations and ensures our market research clients and respondents receive excellent service and hospitality. 

This role is intentionally structured to foster internal growth and provides a clear promotion pathway to Senior CSR, with additional advancement opportunities throughout operations. Successful CSRs thrive in fast-paced, service-focused environments and are eager to contribute to a collaborative team. 

Job Responsibilities

Client Experience & Hospitality: 

• Greet and welcome clients and respondents upon arrival, creating a warm, professional first impression
• Assist with food ordering, setup, and re-plating for in-facility sessions
• Keep all client-facing areas clean, stocked, and presentation-ready during and after studies

Facility Setup & Support: 

• Set up research rooms with required furniture, materials, signage, and technology per project specs
• Tear down and reset rooms between sessions, ensuring rapid turnover and readiness
• Run errands for supplies, food, or project needs as required (mileage reimbursed)

Administrative & Technical Support: 

• Read/respond to emails and follow task lists communicated by the CSA or CSM
• Print, copy, and prepare materials for studies
• Assist with the use of office technology (e.g., laptops, printers, A/V equipment, streaming platforms like FocusVision and L&E Streaming)
• Maintain confidentiality and protect sensitive client data at all times

Reception Coverage & Communication: 

• Cover the front desk when needed, directing visitors, checking in respondents, and managing traffic flow
• Answer and direct phone calls professionally; escalate complex inquiries to CSA or CSM
• Take ownership of service tasks, including basic troubleshooting and alerting leadership to facility issues 

Training & Compliance Responsibilities 

• Completion of all required IT and security training courses
• Adherence to ISO/IEC 27001:2022 and ISO 20252:2019 compliance standards 

Required Qualifications & Soft Skills 

• Must be able to work flexible hours, including evenings and weekends, based on project schedules
• Valid driver’s license, reliable transportation, and insurance (exceptions may apply by location)
• Strong interpersonal and communication skills
• Professional demeanor and a collaborative, team-first attitude
• Ability to stand for extended periods on hard flooring, and to lift, carry, and move items weighing up to 25 pounds. You must also be able to conduct manual tasks without interference.

Preferred Knowledge, Skills, & Abilities 

• Prior experience in a Client Services, Hospitality, or Administrative Support role
• Familiarity with Microsoft Office (Word, Excel, Teams), cloud storage (OneDrive), and general office tech
• Comfort working in fast-paced environments and shifting priorities 

L&E Research, Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.