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Associate Customer Service Rep.

Job ID: 23-05160
Job Title: Associate Customer Service Rep
Job Duration: 3+ Months
Job Location: Waltham, MA

Job Description:
ViaCord, a Client Company, provides newborn stem cell preservation services for expectant families. 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.

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 and familiarity with Siebel database 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 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
Bilingual Spanish - Not required, but a really nice to have.


Participate in Customer Service On-Call Program Notice - On-Call Program will not be required for contingent labor, however if the worker were to covert to FTE, then they will be required to participate.

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