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Customer Service Rep

Waltham, MA 02451

Posted: 10/13/2022 Employment Type: Contract Job Category: Administrative Job Number: 516182 Is job remote?: No Country: United States

Job Description


Must Have:
  • Ability to work at least one on-call shift a month
  • 0-2 years of experience in customer service and/or contact center (consumer market)
  • Basic typing, computer skills and data entry experience preferred (proficiency with Microsoft Offic)

Preferred:
  • Bachelor’s degree preferred
  • Proven understanding of fundamental call center metrics and performance management techniques
  • Siebel database experience is a huge plus

Job Summary:

Our Customer Service team is critical to the success of preserving the stem cells. They assist parents throughout the delivery process with any questions and also are responsible for ensuring the safe delivery of the stem cells to our laboratory facility. We are currently looking for enthusiastic people to join our growing team! This is a great opportunity for an individual to join an organization that provides growth opportunities for individuals looking to build a career in the biotech sector.
Responsibilities:
  • Provide customers, both internally and externally, with a high level of service with regards to all inquiries, orders and shipments
  • Handle all inbound CS calls, perform outbound calls, and correspondence as needed to ensure customer satisfaction
  • Respond to all customer contacts promptly, efficiently and accurately
  • Build and maintain customer relationships
  • Assist clients and medical staff throughout the delivery life cycle of service
  • Must showcase ability to successfully resolve cross functional customer issues including order discrepancies, complaints, billing and shipping issues
  • Assure quality, integrity and accuracy of client information (including review, processing, and database entry)
  • Assist in rollout and support of best practice initiatives by means of training and coaching
  • Partner with Customer Service Management to deliver formal new hire training as directed
  • Assist in maintaining Service Level in Customer Service by participation in inbound call queue
  • Partner with CS Management to implement necessary call center changes as result of customer feedback
  • Ensure timely completion of non-phone tasks by agents such as board-check, filing, fax checking, and email claims
  • Handle escalated customer issues as needed. All applicable follow-up must be conducted within a timely manner
  • Promote an open communication model and positive work environment
  • Participate in Continuous Improvement projects with the Department
  • Must be able to develop, write, and edit a Work Instruction and Standard Operating Procedure through the Change Control process
  • Participate in a cross functional initiatives and projects
  • Participate in Customer Service On-Call Program
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