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

USI0 ViaCord, LLC; Waltham (MA); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Customer Service Representative to join its remote team. This role is crucial for assisting parents during the delivery process of newborn stem cell preservation services. You will provide exceptional support to customers, ensure the safe delivery of stem cells, and maintain high-quality service standards. With opportunities for growth in the biotech sector, this position offers a chance to make a real impact in health care. If you're enthusiastic about customer service and want to be part of a mission-driven team, this is the perfect opportunity for you.

Benefits

Medical, Dental, and Vision Insurance

Life and Disability Insurance

Paid Time-Off

Parental Benefits

401k with Company Match

Employee Stock Purchase Plan

Qualifications

• 2+ years’ experience in customer service and/or contact center.
• Ability to communicate effectively both written & orally.

Responsibilities

• Provide high level of service for customer inquiries and orders.
• Handle inbound and outbound customer service calls.
• Build and maintain customer relationships.

Skills

Customer service skills

Interpersonal skills

Communication skills

Problem-solving skills

Time management skills

Education

Bachelor's degree

Associate degree

Tools

Microsoft Office

Siebel database

Job description

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

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

Apply locations Waltham time type Full time posted on Posted Yesterday job requisition id JR-041811

Job Title

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

Location(s)

Waltham

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Find your future at Revvity

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 cellsfor 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.

Responsibilities:

• 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
• Respond to all customer contacts promptly, efficiently and accurately
• 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)
• Assist in rollout and support of best practice initiatives by means of training and coaching
• Partner with Customer Service Management to deliver formal new hire training as directed
• Assist in maintaining Service Level in Customer Service by participation in inbound call queue
• 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
• Promote an open communication model and positive work environment
• Participate in Continuous Improvement projects with the Department
• Must be able to develop , write, and edit a Work Instruction and Standard Operating Procedure through the Change Control process
• Participate in a cross functional initiatives and projects
• Participate in Customer Service On-Call Program

Basic Qualifications

• Bachelor’s degree
• 2+ years’ experience in customer service and/or contact center (consumer market)

OR

• Associate degree
• 4+ years’ experience in customer service and/or contact center (consumer market)

Preferred Qualifications

• 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
• Full Time: Monday through Friday
• Ability to work at least one on-call shift a month

What do we offer?

We provide competitive and comprehensive benefits to our employees.Below are some highlights of our benefits:

• Medical, Dental, and Vision Insurance Options

• Life and Disability Insurance

• Paid Time-Off

• Parental Benefits

• Compassionate Care Leave

• 401k with Company Match

• Employee Stock Purchase Plan

Learn more about Revvity’s benefits by visiting ourBswift page. Log-In instructions are provided towards the bottom of the Bswift page.

*For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.

Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal, state, and/or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the ability—or unable to use—the online application system and need an alternative method for applying, you may contact [e-mail] .

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.