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Customer Service Representative

4 months ago

Watertown, United States Planet Pharma Full time

Required Skills:

  • ACCURATE DATA ENTRY
  • INBOUND AND OUTBOUND
  • CUSTOMER SERVICE
  • TIME MANAGEMENT

Additional skills:

  • PHONE SKILLS
  • ARTICULATE
  • 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

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, familiarity with Siebel database and Salesforce 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 ViaCords 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.

Education:

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