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Customer Support Associate

2 months ago

Waltham, Massachusetts, United States Intelliswift Full time

Job Title:
Associate Customer Service Rep

Job Duration: 3+ Months

Job Location:
Remote

Job Overview:

Intelliswift is seeking dedicated individuals to join our Customer Service team, which plays a vital role in ensuring the successful preservation of newborn stem cells for families.

Our services provide a crucial resource for medical research and treatment, offering hope for various health conditions.

As a member of our Customer Service team, you will assist parents during the delivery process, addressing their inquiries and ensuring the safe transport of stem cells to our laboratory.

This position presents an excellent opportunity for motivated individuals looking to advance their careers in the biotechnology field.


Key Responsibilities:

- Understand and apply call center performance metrics and management techniques.
- Exhibit strong interpersonal skills and provide exceptional customer service via phone.
- Demonstrate reliability and a drive for excellence in all tasks.
- Collaborate effectively with cross-functional teams.
- Communicate clearly and effectively, both in writing and verbally.
- Manage multiple tasks while adhering to deadlines.
- Utilize superior organizational and time management skills to allocate resources effectively.
- Possess basic typing and computer skills, with proficiency in Microsoft Office preferred.
- Maintain a high level of service for all customer inquiries, orders, and shipments.
- Handle inbound and outbound customer service calls, ensuring satisfaction.
- Build and nurture customer relationships throughout the service lifecycle.
- Resolve customer issues, including order discrepancies and billing inquiries.
- Ensure the accuracy and integrity of client information.
- Partner with management to implement improvements based on customer feedback.
- Complete non-phone tasks in a timely manner.
- Address escalated customer issues promptly and effectively.
- Participation in the Customer Service On-Call Program may be required for full-time employees.


Qualifications:

- Bachelor's degree with 0-2 years of experience in customer service or contact center environments.

OR
- Associate degree with 2 years of experience in customer service or contact center environments.

OR
- High school diploma with 4 years of experience in customer service or contact center environments.

Required Skills:

- Customer Service Excellence
- Effective Time Management
- Strong Phone Communication Skills
- Articulate and Clear Communication

Additional Skills:

- Billing and Shipping Knowledge
- Database Management Experience
- Familiarity with Call Center Metrics
- Proficiency in Microsoft Office
- Experience in Data Entry and Filing
- Ability to Manage Customer Correspondence
- Experience in Multi-Line Phone Systems
- Bilingual skills are a plus.