ASSOCIATE CUSTOMER SERVICE REP.

Job ID : 23-05160

Job Title : Associate Customer Service Rep

Job Duration : 3 Months

Job Location : Waltham, MA

Job Description :

ViaCord, a Client Company, provides newborn stem cell preservation 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 :

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 and familiarity with Siebel database 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

Education :

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

Associate degree and 2 years experience in customer service and / or contact center (consumer market)

High school degree and 4 years experience in customer service and / or contact center (consumer market)

Skills : Required

CHANGE CONTROL

CUSTOMER SERVICE

TIME MANAGEMENT

PHONE SKILLS

ARTICULATE

Additional

BILLING

DATABASE

SHIPPING

ROLLOUT

CUSTOMER SERVICE TEAM

RETAIL SALES

SIEBEL

OUTBOUND CALLS

TYPING

CALL CENTER METRICS

BI-LINGUAL

MICROSOFT OFFICE

CUSTOMER SERVICE MANAGEMENT

LABORATORY

DATA ENTRY

LIFE CYCLE

QUEUE MANAGEMENT

FILING

CORRESPONDENCE

COLLECTION

MULTI LINE PHONE

CUSTOMER SERVICE ORIENTED