Cryogenic Customer Service Representative I

New England Cryogenic Center (NECC) was founded in 1971 and is considered one of the pioneers in processing and cryopreservation of human cells and tissue.

This position requires that you inform clients of the various services provided by our companies and assist them in completing a transfer. To work with various types of dentals, fertility, and medical practitioners on the services our companies can provide their patients and the benefits to their patients of such services.

We are seeking a full-time Cryogenic Customer Service Representative to join our Marlborough, MA team. The schedule is working Monday through Friday from 8:00am-5:00pm, with one on-call weekend per month.

What You'll Do:

• Contact or receive calls from clients via telephone, email, chat, or info-line for sales and customer service
• Obtain payment status on annual renewals, update personal information, post payments, and follow up on receivables
• Answer questions professionally to meet clients' and doctors' needs
• Respond to client inquiries, prepare research, verify account adjustments, and communicate disputes to management
• Prepare information packets, brochures, letters, and labels, maintaining confidentiality
• Compile data, prepare reports, and assist with special projects
• Answer calls from potential clients/doctors solicited through advertisements
• Follow up on missing or incomplete paperwork, questions, or concerns
• Process client records of contacts, accounts, and orders
• Describe products and services professionally to attract potential clients/doctors
• Perform database entries and updates, file client records, and schedule pick-ups
• Assist in covering the phones
• Assist in the media room
• Assist with billing, stuffing envelopes, updating spreadsheets, and running reports
• Maintain accurate pricing and configurations
• Send transfer and withdrawal documents, review for completeness, and follow up as needed
• Schedule transfers with clients and medical facilities
• Complete withdrawal and transfer orders for the lab
• Explain, process, and send discard forms, review for completeness, and inactivate accounts

What You'll Bring:

• High school diploma, business certificate, or associate’s degree
• Experience in administrative support is preferred
• Healthcare or laboratory exposure is a plus
• Strong interpersonal, oral, and written communication skills
• Good reading skills
• Weekend rotation: one weekend a month
• Customer relations and time management skills
• Must be able to interact and communicate with individuals at all levels of the organization
• Proficiency in a variety of computer software applications in word processing, database, and presentation software (MSWord, Excel, PowerPoint)
• Computer proficiency required
• Understanding of the importance of attention to detail
• Excellent interpersonal skills and ability to work as part of a multi-disciplinary team and maintain effective working relationships
• Strong customer service and results orientation; highly responsive to requests
• Excellent verbal & written communication skills
• Ability to work as part of a multi-disciplinary team
• Organizational skills
• Ability to maintain the highest level of confidentiality
• Flexibility and willingness to always learn

More important than the best skills, however, is the right person. Employees who embrace our mission, vision, and core values are highly successful.  

What We Offer:

• Competitive pay bonus
• Comprehensive training
• Medical, dental, vision, and 401(k) matching
• Generous paid time off and holidays
• Retirement plan
• Tuition assistance
• Ability to make an impact in the communities we serve

How To Get Started:

To have your resume reviewed by someone on our Talent Acquisition team, click on the “Apply” button. Or if you happen to know of someone who might be interested in this position, please feel free to share the job description by clicking on an option under “Share This Job” at the top of the screen.