Customer Service Representative providing technical support via e - mail, phone, or chat. Addressing customer inquiries on products and services while maintaining documentation.
About the role
- Client Support Specialist exceeding customer expectations in service for fertility and women’s healthcare company. Working with clients in Cord Blood Registry business unit to resolve issues and enhance service experience.
Responsibilities
- Provide superior service, issue resolution, and continuous improvement
- Communicate with existing clients via inbound and outbound telephone calls and emails
- Re-educate clients on the value of storing stem cells
- Assist in identification of cancellation reasons and tailored resolutions
- Mentor new CAT and CSS, processing billing adjustments, cross-functional collaborations, document revisions
- Participate in other Cross Functional and Client Services project involvement
Requirements
- High School diploma or general education degree, or equivalent combination of education and experience is required for consideration
- Minimum 2 years retention experience OR minimum 2 years of customer service in a contact center
- A minimum of 1-year Client Advocacy Specialist experience
- Ability to see the big picture and implement multiple tangible enhancements
- Provide department updates for policy changes in CSS team meetings
- Maintain department related documents
- Attend Sales and Service trainings and understand inputs and outputs of role
- Working knowledge of Excel, Power Point, Word and Google Applications
- Working knowledge of the ERP and CRM systems
- Excellent verbal and written communication skills
- Reliable, with high integrity and strong work ethic
Benefits
- Great compensation package
- Medical coverage
- 401(k)
- Parental leave
- Fertility benefits
- Paid time off for vacation, personal, sick and holidays
- Multiple other perks and benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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