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

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 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 our Bswift 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.