Customer Service Representative

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