Client Relations

Job Description: Customer Service Specialist

This position is for a Customer Service Specialist, a role requiring versatility, a goal-oriented mindset, and self-motivation. As a key representative of our company, you will ensure clients worldwide receive exceptional service while upholding our reputation as an industry leader. The ideal candidate is compassionate, knowledgeable, innovative, and thrives in a fast-paced, dynamic environment. Success in this role will be measured by professionalism, efficiency, and the ability to consistently exceed client expectations.

Primary Responsibilities

Customer Support

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Address and resolve customer issues, offering effective solutions and alternatives.
• Assist clients with inquiries related to additional genetic testing, parentage letters, and quality reports, ensuring clear and accurate information is provided.
• Maintain and update comprehensive product knowledge to support accurate responses and effective solutions.

Sales and Lead Support

• Follow up on leads and sales opportunities, guiding prospects through the sales process.
• Assist in converting leads into completed sales by addressing client concerns and delivering exceptional service.
• Support the accurate and timely processing of customer orders, ensuring smooth fulfillment and delivery.

Customer Relationship Management

• Build and maintain positive relationships with customers by understanding and addressing their needs.
• Conduct follow-ups to ensure customer satisfaction and identify opportunities to enhance service.
• Provide educational Zoom calls to clients, offering guidance on services and addressing specific needs.

Clinic and Professional Partner Engagement

• Professionally engage with fertility clinics and professional partners to strengthen relationships and provide tailored support.
• Serve as a key liaison between the company and external stakeholders to promote collaboration and ensure mutual success.
• Act as a resource for clinics and professionals, providing information, updates, and assistance as needed.

Documentation and Reporting

• Maintain detailed and accurate records of customer interactions and transactions.
• Prepare reports on service activities, identifying trends to support process improvements.

Process Improvement and Insights

• Offer insights on streamlining processes to enhance customer interactions and improve efficiency.
• Collaborate with internal teams to implement improvements for a better client experience.

International and Cultural Considerations

• Stay informed about international regulations and cultural considerations to provide tailored and compliant customer service.
• Adapt communication and service strategies to meet diverse client expectations and global standards.

Collaboration

• Work closely with other team members and departments to address customer needs efficiently.
• Participate in training sessions and team meetings to stay informed about products, services, and policies.

Additional Responsibilities

• Contribute to the development and refinement of customer service procedures.
• Participate in special projects and initiatives aimed at improving service delivery and client satisfaction.
• Stay informed about industry trends to enhance overall service quality.

Qualifications

• Education: Associate’s or Bachelor’s degree required.
• Experience: Previous experience in the fertility industry is helpful but not required.
• Skills:
• Strong written and verbal communication skills.
• Ability to work in a fast-paced, dynamic environment.
• Excellent problem-solving skills with a customer-focused approach.
• Proficiency in CRM software and standard office tools preferred.

Work Expectations

• Position Type: Full-time; schedule may vary to meet client needs.
• Flexibility: Availability to work additional hours, including weekends, as required.
• Professional Growth: Commitment to ongoing learning and professional development.

This position is an exciting opportunity to combine exceptional customer service, strategic insights, and a global perspective, driving both personal and company success. If you thrive in a collaborative, fast-paced environment and are passionate about exceeding customer expectations while engaging professional partners and clinics effectively, we encourage you to apply.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift

Education:

• Bachelor's (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Ability to Commute:

• Augusta, GA 30904 (Required)

Ability to Relocate:

• Augusta, GA 30904: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $80,000