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Customer Service Rep

  • Location: Waltham, Middlesex, Massachusetts
  • Salary: 16.43-19.0$ per hour
  • Job Type:Contract

Posted 15 days ago

  • Sector: Professional
  • Contact: Daniella Adinolfi
  • Contact Email:
  • Contact Phone: 6466520984
  • Start Date: 04/30/2021
  • Job Ref: 21-07052
ShiftHours 8 hour day with a set schedule with as needed coverage either earlier or later in their set shift can cover during this time frame 730am to 7pm Will be starting at 1030am for their 8 hour day but occasionally may be asked to work an earlier shift as needed
Training will be 1030am to 7pm likely for 2 weeks minimum

Provides newborn stem cell preservation services for expectant families Newborn stem cells are a valuable source of noncontroversial 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

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
Respond to all customer contacts promptly efficiently and accurately
Build and maintain customer relationships
Assist clients and medical staff throughout the delivery life cycle of ViaCord39s 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
Assist in rollout and support of best practice initiatives by means of training and coaching
Partner with Customer Service Management to deliver formal new hire training as directed
Assist in maintaining Service Level in Customer Service by participation in inbound call queue
Partner with CS Management to implement necessary call center changes as result of customer feedback
Ensure timely completion of nonphone tasks by agents such as boardcheck filing fax checking and email claims
Handle escalated customer issues as needed All applicable followup must be conducted within a timely manner
Promote an open communication model and positive work environment
Participate in Continuous Improvement projects with the Department
Must be able to develop write and edit a Work Instruction and Standard Operating Procedure through the Change Control process
Participate in a cross functional initiatives and projects
Participate in Customer Service OnCall Program

Job Requirements and Qualifications
No client or employee complaints against Rep for inappropriate behavior or handling of a situation

Full Time Monday through Friday
Ability to work at least one oncall shift a month
Candidates should be able to articulate why they would be a fit for this position and demonstrate how the position39s requirements would apply to them

Bachelor39s degree preferred

02 years of experience in customer service andor contact center consumer market
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 crossfunctional departments experience working with teams
Ability to communicate effectively both written amp 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

Working Conditions
The primary working condition associated with this position is working independently in the office environment

Mental and Physical Demands
Requires the ability sit andor stand for prolonged periods of time in a cubicle
Requires effective management of conflict and emotional or stressful situations
Potential Job and Task Hazards