Source PDF: SOP_CSR_US_SampleCollectors_Procedure.pdf
CSR Procedure for US-Based Sample Collectors
Purpose:
This procedure outlines the steps Customer Service Representa6ves (CSRs) must follow
when handling collabora6on requests from poten6al sample collectors in the United States.
- Ini6al Review & Verifica6on
When a request for collabora6on is received from a poten6al sample collector, do not
respond immediately. First, verify their status with Lize;e and Brenda by forwarding the
inquiry to them.
- Check if the lab has had prior contact with the sample collector and await their response.
- Next Steps Based on Lab's Response
A. If the Sample Collector is Already Registered with Endeavor DNA Laboratories
- Inform the sample collector that they are already listed in Endeavor DNA
Laboratories' database for sample collec6on.
- Clarify that Endeavor DNA Laboratories is the parent company of EasyDNA.
B. If the Sample Collector Has Been Contacted but Not Accepted
- Follow any specific instruc6ons provided by Lize;e or Brenda.
- If no further instruc6ons are given, respond with:
"Thank you for reaching out. At this 5me, we are not looking for addi5onal sample
collectors."
C. If the Sample Collector Has Not Been Contacted by the Lab Before
- Proceed with the standard inquiry process.
- Once the sample collector has completed the ques6onnaire, forward it to Lize;e
and Brenda for onboarding.
- Important Notes
- This procedure applies only to poten6al sample collec6on sites in the United
States.
- Ensure that all communica6ons remain professional and align with EasyDNA's
collabora6on policies.
- If there is any uncertainty regarding a response, consult LizeYe or Brenda before
replying.
Contacts:
LizeYe Ortega: l.ortega@endeavordna.com
Brenda Flores: b.flores@endeavordna.com