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Customer Service Representative

Axelon

Waltham, MA

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JOB DETAILS
SALARY
$17 Per Hour
SKILLS
Biotech and Pharmaceutical, Communication Skills, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Service Management, Customer Support/Service, Data Quality, Database Management Software/Systems (DBMS), Detail Oriented, Develop and Maintain Customers, Medical Assistance, Metrics, Organizational Skills, Performance Metrics, Problem Solving Skills, Quality Management, Quality Metrics, Regulatory Compliance, Relationship Management, Resolve Customer Issues, Sales, Sales Management, Standard Operating Procedures (SOP), Team Player, Training Program
LOCATION
Waltham, MA
POSTED
Today

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

About the Company

A

Axelon

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