Customer Service Rep

Job Opportunity

This position is designed for enthusiastic, detail-oriented individuals who thrive in a fast-paced environment and are passionate about supporting families. We are seeking candidates excited to focus on assisting parents and families throughout their overall experience with our products and services. The role requires a commitment to meeting key performance indicators (KPIs), adhering to outreach protocols, and delivering an exceptional customer experience.

This is a great opportunity for individuals looking to build a career in the biotech sector with an organization that offers excellent training programs and growth opportunities.

Responsibilities include achieving daily, weekly, and monthly goals, complying with assigned schedules, assignments, and productivity metrics, promptly, efficiently, and accurately contacting existing customer or lead database, assuring the quality, integrity, and accuracy of client information, mastering product information for accurate dissemination to customers, complying with standard operating procedures and instructions within a quality management system, assisting customers and medical professionals throughout the birthing process and delivery lifecycle of Via Cord's service, successfully resolving customer challenges, handling escalated customer issues as needed, building and maintaining strong customer relationships, promoting an open communication model and a positive teamwork environment, partnering with Customer Service Management to assist with new-hire training, as needed, participating in continuous improvement projects within the department, and participating in cross-functional improvement initiative engagement and reactive support.

Skills required include exceptional communication and organizational skills, proven ability to meet and exceed KPIs and outreach protocols, strong attention to detail, especially in recordkeeping and compliance, previous experience in customer service, sales, or biotech preferred, proficiency in CRM tools and database management, 2+ years of service or relevant experience preferred, and candidates with a hybrid background in customer success and customer service, with strong skills in client communication, issue resolution, and relationship management, along with experience in both proactive engagement and reactive support.

Education:

Bachelor's Degree, preferred.