Job Description
Pay Rate: $17 per hour
Location: Waltham, MA
Summary:
- Work Mode: Onsite
- Designed for enthusiastic, detail-oriented individuals who thrive in a fast-paced environment
- Focus on assisting parents and families throughout their overall experience with our products and services
- Opportunity for building a career in the biotech sector with 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 (SOPs) and instructions within a Quality Management System (QMS)
- Assist customers and medical professionals throughout the birthing process and delivery lifecycle of the company's services
- Successfully resolve customer challenges while delivering an exceptional customer experience
- Handle escalated customer issues as needed
- Build and maintain strong customer relationships
- Promote open communication and foster a positive team 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 and provide reactive support
Requirements:
- Exceptional communication and organizational skills
- Proven ability to meet and exceed KPIs and outreach protocols
- Strong attention to detail, particularly in recordkeeping and regulatory compliance
- Previous experience in customer service, customer success, sales, or the biotech industry preferred
- Proficiency with CRM tools and customer database management systems
- Minimum of 2 years of customer service or related experience preferred
Preferred Skills:
- Hybrid background in customer success and customer service with strong client communication, issue resolution, and relationship management skills
- Experience providing both proactive customer engagement and reactive customer support
- Ability to work effectively in a fast-paced, team-oriented environment while maintaining productivity and quality standards
Education:
- Bachelor's Degree preferred