Associate Customer Service Rep.

Job Tittle : Associate Customer Service Rep.

Location : Waltham, MA (Onsite)

Job Description :

• ViaCord, a Company provides newborn stem cell preservation and genomic services for expectant families. Newborn stem cells are a valuable source of non-controversial stem cells;
• the building blocks of our blood and immune systems. The value and benefits of stem cells found in umbilical cord blood are clear;

cord blood collection saves lives today and medical researchers are exploring new uses for umbilical cord blood stem cells for tomorrow, including diabetes, heart disease, and stroke.

• 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.

Skills Required :

• Proven understanding of fundamental call center metrics and performance management techniques
• Must have strong interpersonal, customer service and phone skills
• Must be highly reliable and motivated to excel
• Ability to work with cross-functional departments; experience working with teams
• Ability to communicate effectively (both written & orally)
• Ability to handle multiple tasks with adherence to deadlines
• Superior planning, organizational, and time management skills to effectively allocate and manage resources
• Basic typing, computer skills and data entry experience preferred (proficiency with Microsoft Office, familiarity with Siebel database and Salesforce a plus)
• No client or employee complaints against Rep for inappropriate behavior or handling of a situation
• 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
• Build and maintain customer relationships
• Assist clients and medical staff throughout the delivery life cycle of ViaCord s 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)
• 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
• Bilingual Spanish - Not required, but a really nice to have.
• Participate in Customer Service On-Call Program Notice - On-Call Program will not be required for contingent labor, however if the worker were to covert to FTE, then they will be required to participate.

Education :

Bachelor s degree and 0-2 years experience in customer service and / or contact center (consumer market)