Customer Service Representative
3 weeks ago
Job Summary:
ViaCord, a Client Company, provides newborn stem cell preservation services for expectant families. Our Customer Service team is critical to the success of preserving the stem cells. We are currently looking for enthusiastic people to join our growing team.
Key Responsibilities:
- Assist parents throughout the delivery process with any questions
- Ensure the safe delivery of the stem cells to our laboratory facility
- 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 ViaCord's 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
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
- 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 and familiarity with Siebel database a plus)
Language: English
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