Customer Service Representative

Title: Customer Service Rep I

Location: Onsite in Waltham, MA

Type: 5 Month Contract to Start, Potential to Extend

Hours: 40 Hours Per Week, M-F

Benefits: Medical, Dental, Vision, 401K

Our client is a leading biotechnology company specializing in diagnostics and life sciences. Their Customer Service team is critical to the success of assisting parents throughout the stem cell delivery process with any questions and also are responsible for ensuring the safe delivery of the stem cells to laboratory facilities.

They are currently looking for talented, enthusiastic people to join their 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
• Build and maintain customer relationships
• Assist clients and medical staff throughout the delivery life cycle of the company's services
• 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)
• 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

Requirements:

• 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, familiarity with Siebel database and Salesforce a plus)
• No client or employee complaints against Rep for inappropriate behavior or handling of a situation
• Bilingual Spanish - Not required, but a really nice to have.