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Customer Service Representative

1 month ago

Watertown, Massachusetts, United States Intelliswift Full time
Job Title:
Associate Customer Service Rep

Job Description:
ViaCord, a leading provider of newborn stem cell preservation services, is seeking a highly motivated and customer-focused individual to join our Customer Service team.

Newborn stem cells are a valuable source of non-controversial 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.


As a Customer Service Representative, you will assist parents throughout the delivery process with any questions and ensure the safe delivery of the stem cells to our laboratory facility.

We are looking for an individual who is enthusiastic about providing exceptional customer service and has strong interpersonal, customer service, and phone skills.

Responsibilities include:

  • Providing high-level customer service to parents and medical staff
  • Assisting with order discrepancies, complaints, billing, and shipping issues
  • Building and maintaining customer relationships
  • Participating in the Customer Service On-Call Program

Requirements:
  • Bachelor's degree and 0-2 years experience in customer service and/or contact center (consumer market)
  • Associate degree and 2 years experience in customer service and/or contact center (consumer market)
  • High school degree and 4 years experience in customer service and/or contact center (consumer market)

Skills:
  • Proven understanding of fundamental call center metrics and performance management techniques
  • Strong interpersonal, customer service, and phone skills
  • Ability to work with cross-functional departments and 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 and familiarity with Siebel database a plus)
  • Ability to showcase ability to successfully resolve cross-functional customer issues
  • Ability to assure quality, integrity, and accuracy of client information
  • Ability to partner with CS Management to implement necessary call center changes
  • Ability to handle escalated customer issues as needed
  • Bilingual Spanish - Not required, but a nice to have

Education:
  • Bachelor's degree and 0-2 years experience in customer service and/or contact center (consumer market)
  • Associate degree and 2 years experience in customer service and/or contact center (consumer market)
  • High school degree and 4 years experience in customer service and/or contact center (consumer market)

Skills:
  • Required
  • CHANGE CONTROL
  • CUSTOMER SERVICE
  • TIME MANAGEMENT
  • PHONE SKILLS
  • ARTICULATE
  • Additional
  • 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