Customer Service Rep I

Location: Waltham, MA (Remote from Eastern time zone)
Pay Range: $15.50 - $16.50

General Summary:
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:

• Achieve daily, weekly, and monthly goals.
• Comply with assigned schedules, assignments, and productivity metrics.
• Promptly, efficiently, and accurately contact existing customer or lead database.
• Assure the quality, integrity, and accuracy of client information.
• Master product information for accurate dissemination to customers.
• Comply with standard operating procedures and instructions within a quality management system.
• Assist customers and medical professionals throughout the birthing process and delivery lifecycle of ViaCord’s service.
• Successfully resolve customer challenges.
• Handle escalated customer issues as needed.
• Build and maintain strong customer relationships.
• Promote an open communication model and a positive teamwork environment.
• Partner with Customer Service Management to assist with new-hire training, as needed.
• Participate in continuous improvement projects within the department.
• Participate in cross-functional improvement initiatives

Qualifications:

• 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

Education:
Bachelor’s Degree, preferred