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Associate Customer Service Rep.

North Waltham, MA 02451

Posted: 08/08/2024 Employment Type: Contract Job Category: Customer Service Job Number: 607972 Is job remote?: No Country: United States

Job Description

Our Customer Service team is critical to the success of preserving the stem cells. They assist parents throughout the delivery process with any questions and also are responsible for ensuring the safe delivery of the stem cells to our laboratory facility. We are currently looking for enthusiastic people to join our 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.

Skills:    
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

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 ViaCord’s service

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

Bilingual Spanish - Not required, but a really nice to have.

Education:    
Bachelor’s degree and 0-2 years’ experience in customer service and/or contact center (consumer market)

Pay ranges between $18-20/hr based on experience 

The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.

Planet Pharma and The Planet Group of Companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.

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About North Waltham, MA

Discover exciting job opportunities in North Waltham, Massachusetts today! Nestled just a short drive from Boston, this vibrant suburb offers a perfect blend of bustling city life and serene natural beauty. Job seekers can find themselves drawn to the rich historical tapestry of the area, with attractions like Gore Place and Prospect Hill Park providing a glimpse into the region's past. Indulge in the local culinary scene with renowned eateries such as Brewer's Tap & Table or experience cultural highlights at the Bentley University Art Gallery. With easy access to professional sports games at Fenway Park and vibrant performances at the Charles River Museum of Industry & Innovation, North Waltham promises a career journey filled with growth, inspiration, and unforgettable experiences. Embrace the charm of this enchanting region and explore our job listings today!

Although this hasn't been an issue at Planet Pharma, the staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.