Customer Service Representative (REMOTE: 10:30am-7pmEDT)

Revvity; Waltham (MA); Remote; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking enthusiastic individuals for a Customer Service Representative role, focusing on providing exceptional service in the biotech sector. This position is crucial in assisting parents during the delivery process of newborn stem cells, ensuring safe and timely delivery to our laboratory. Join a growing team that values strong customer relationships and offers comprehensive benefits, including health and retirement plans. If you're reliable and motivated, this is a fantastic opportunity to build a rewarding career in a dynamic environment.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401k with Match

Qualifications

• 2+ years of customer service experience for Bachelor's degree holders.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Provide high-quality service to customers regarding inquiries and orders.
• Handle inbound and outbound customer calls, ensuring satisfaction.

Skills

Customer Service

Communication Skills

Interpersonal Skills

Problem-Solving

Education

Bachelor's Degree

Associate Degree

Tools

Microsoft Office

Siebel

Job description

Customer Service Representative (REMOTE: 10:30am-7pmEDT)

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Summary: ViaCord, a Revvity 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 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 individuals seeking to build a career in the biotech sector.

Responsibilities:

1. Provide high-quality service to customers regarding inquiries, orders, and shipments.
2. Handle inbound and outbound customer calls, ensuring satisfaction.
3. Respond promptly, efficiently, and accurately to all customer contacts.
4. Build and maintain strong customer relationships.
5. Assist clients and medical staff throughout the delivery process.
6. Resolve cross-functional customer issues including order discrepancies, complaints, billing, and shipping.
7. Ensure accuracy of client information and data entry.
8. Support training and coaching initiatives.
9. Participate in onboarding and continuous improvement projects.
10. Handle escalated customer issues promptly.
11. Contribute to a positive work environment and open communication.

Basic Qualifications:

• Bachelor’s degree or Associate degree with relevant experience.
• 2+ years of experience in customer service/contact center (for Bachelor’s) or 4+ years (for Associate degree).

Preferred Qualifications:

• Understanding of call center metrics and performance management.
• Strong interpersonal, customer service, and communication skills.
• Reliable, motivated, and able to work cross-functionally.
• Proficiency with Microsoft Office; familiarity with Siebel is a plus.
• No complaints against the candidate for inappropriate behavior.
• Availability to work full-time, Monday to Friday, with at least one on-call shift per month.

What We Offer:

• Comprehensive benefits including health, dental, vision, life, disability, paid time off, parental benefits, and 401k with match.

Learn more about Revvity’s benefits on our Bswift page. Benefits are subject to eligibility and role type.

Additional Details:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service