Customer Care Representative

Premier Sperm Bank; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Premier Sperm Bank is seeking a Customer Care Agent to guide clients through donor selection and purchasing journeys. This high-volume, phone-forward role involves live conversations via phone, chat, text, and email to convert inbound interest into sales.

You will maintain CRM records and collaborate with clinical and operations teams to ensure accurate, concise information is provided. Prior fertility or medical sales experience is a plus.

Qualifications

• 5+ years of client services sales or high-volume call center experience.
• Healthcare, wellness, or medical sales experience preferred.
• Experience in fertility, sperm banks, or egg banks is helpful but not required.

Responsibilities

• Own the client journey from inquiry to vial purchase.
• Engage with intended parents via phone, chat, text, and email and convert inbound interest into sales.
• Handle a high volume of inbound and outbound calls daily and be comfortable picking up the phone as your primary connection method.
• Guide clients through donor selection, extended profiles, vial selection, and logistics (storage, shipping, and/or pick-up).
• Provide clear, confident recommendations that lead to timely purchasing decisions.
• Proactively follow up with clients who are evaluating donors or timing cycles.
• Drive revenue by supporting multi-vial purchasing strategies and future family planning.
• Maintain disciplined CRM tracking and follow-up workflows with HubSpot.
• Keep accurate records of client interactions, transactions, and follow-up workflows.
• Prioritize your day by identifying which leads are most likely to convert and focus your time where it will have greatest impact.
• Partner with clinical and operational leadership to ensure clients are provided with correct, updated, and concise information.

Skills

Sales experience

Inbound outbound calls

CRM tracking

Client advisory

Relationship sales

Tools

HubSpot CRM

Job description

Premier Sperm Bank is a physician-led, rapidly growing organization serving individuals and couples across the United States and internationally. We combine clinical rigor with a modern, high-touch client experience to support people on their path to building a family.

We are seeking a Customer Care Agent who can build trust, provide clear guidance, and consistently convert client interest into purchase decisions. This is a sales position within a collaborative, team-based environment. It is also a high-volume, phone-forward role: our team spends much of their day in live conversations with clients.

Our clients are thoughtful, informed, and often navigating an emotional journey; they expect clarity, confidence, and direction, and rely on us to help them move forward with their decision at the right time.

What You’ll Do

• Own the client journey from initial donor inquiry through vial purchase, and repeat purchase
• Engage with intended parents via phone, chat, text, and email and convert inbound interest into sales
• Handle a high volume of inbound and outbound calls daily and be comfortable picking up the phone as your primary way of connecting with clients.
• Guide clients through donor selection, extended profiles, vial selection, and logistics (storage, shipping, and/or pick-up)
• Provide clear, confident recommendations that lead to timely purchasing decisions
• Proactively follow up with clients who are evaluating donors or timing cycles
• Drive revenue by supporting multi-vial purchasing strategies and future family planning
• Maintain disciplined CRM tracking and follow-up workflows with HubSpot (HubSpot familiarity a plus)
• Keep accurate records of client interactions, transactions, and follow-up workflows in the company’s databases
• Prioritize your day by identifying which leads are most likely to convert (based on timing, engagement, and cycle stage) and focus your time where it will have the greatest impact.
• Partner with clinical and operational leadership to ensure clients are provided with correct, updated, and concise information.

Who You Are

• A results-driven sales professional who takes ownership of outcomes, not just conversations
• Demonstrated ability to convert inbound interest into purchase decisions in a collaborative environment
• Comfortable guiding clients to a clear next step and speaking for the business in a thoughtful, professional manner
• Skilled at balancing empathy with decisiveness, knowing when to support and when to lead
• Strong communicator who can simplify complex concepts, build trust quickly, and move conversations toward action
• Experienced in managing a sales pipeline, including lead follow-up, timing, and conversion discipline
• Confident operating in a high-value sales environment ($4K–$10K is the typical client journey)
• Discreet and welcoming to all family types, including single parents by choice, LGBTQ+ individuals and couples, and heterosexual couples facing infertility
• A highly organized individual with consistent follow-up habits and a strong attention to detail
• Motivated by both team success and measurable performance (KPIs, conversion, revenue, and client outcomes)
• Track record of success in relationship-driven sales environments is strongly preferred

Preferred Experience

We value candidates who bring strong consultative sales and client advisory experience, particularly in high-touch or healthcare-related environments. Relevant backgrounds may include:

• 5+ years of client services sales or high-volume call center experience
• Healthcare, wellness, or medical sales (including but not limited to OB/GYN or women’s health)
• Patient-facing roles involving complex decision-making (e.g., care coordinators, client advisors, or navigators)
• Experience in fertility, sperm banks, or egg banks is helpful but not required.

We place a high value on intellectual curiosity, the ability to quickly learn clinical concepts, and the ability to communicate them clearly to clients.

• Candidates should be comfortable learning and discussing basic fertility concepts (e.g., ovulation timing, insemination), though prior expertise is not required.

Why Join Us

• High-volume of high-intent inbound leads
• A role with direct impact on revenue and growth
• Collaborative, team-based sales model
• Meaningful work helping individuals and couples build families
• Opportunity to help build a modern, data-driven sales organization
• Eligible for bonuses based on individual and team performance