What are the responsibilities and job description for the Customer Service Representative (Bilingual English/Spanish) position at US Fertility?
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.
The Customer Service Representative supports multiple departments: operations, sales, and billing. They are responsible for incoming calls from customers across the NECC business lines, outgoing calls for billings needs, and internal operations tasks that support the business lines. They are to provide quality, informational service for potential customers, help existing clients with any billing needs/questions, and triage calls that require escalation or specialty responses.
We are seeking a full-time Bilingual English/Spanish Customer Service Representative to join our Marlborough, MA team. The schedule is working Monday through Friday from 8:30am-5:00pm.
What You'll Do:
- Provide quality service to existing customers with account questions across NECC business lines (e.g. billing, contract, payments, information update). Field inquiries by phone, email, chat, or fax.
- Provide potential customers with prompt service information regarding business lines offerings, pricing, and contracts. Field inquiries by phone, email, chat, or fax.
- Support sales staff with post-sale activities: kit mailing, kit production, contract follow-up.
- Outgoing calls to existing clients with open invoices/pending payments. Daily/Weekly/Monthly goals.
- Escalate issues as needed to management, document all customer interactions in correct systems.
- Prepare information packets, brochures, letters, and labels (mail merge) for mailings.
- Schedule pick-ups for various business lines adhering to SOP and escalating through reporting line any issues and/or communicating to affected teams for delays.
- On call rotating coverage (evening and weekends) for emergency customer service issues (one weekend a month)
- Assist with administrative office needs (e.g. prepare mailings, certified mailings, filing, sorting)
- Maintain various spreadsheets and share with appropriate teams on set cadence
- Complete special projects as assigned
What You'll Bring:
- High school diploma, business certificate, or associate degree
- Two years of telephone customer service experience in an office setting
- Experience with Microsoft Office Suite
- Experience with medical services operations
- Sales experience and/or call center experience
- Bilingual (English/Spanish)
- Excellent interpersonal communication skills and ability to build and facilitate good working relationships with staff at all levels of organization.
- Demonstrated ability exercising sound judgment and discretion when handling sensitive and confidential information.
- Excellent organizational skills
- Ability to work independently, under pressure and within deadlines
- Exceptional written and verbal communication skills and attention to detail.
- Ability to work as part of a team
- Tech Savvy
- Flexibility and willingness to learn
