Customer Service Representative (REMOTE: 10:30am-7pmEDT)
Customer Service Representative (REMOTE: 10:30am-7pmEDT)
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1 Vacancy
Job Description
Job Title
Customer Service Representative (REMOTE: 10:30am7pmEDT)
Location(s)
WalthamAbout Us
Revvity is a developer and provider of endtoend solutions designed to help scientists researchers and clinicians solve the worlds greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11000 colleagues from around the globe are vital to our success and the reason were able to push boundaries in pursuit of better human health.
Find your future at Revvity
Summary:
ViaCord a Revvity Company provides newborn stem cell preservation services for expectant families. Newborn stem cells are a valuable source of noncontroversialstem cells; the building blocks of our blood and immune systems. The value and benefits of stem cells found in umbilical cord blood are clear; cord blood collection saves lives today and medical researchers are exploring new uses for umbilical cord blood stem cellsfor tomorrow including diabetes heart disease and stroke.
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.
Responsibilities:
- 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
- Respond to all customer contacts promptly efficiently and accurately
- Build and maintain customer relationships
- Assist clients and medical staff throughout the delivery life cycle of ViaCords 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)
- Assist in rollout and support of best practice initiatives by means of training and coaching
- Partner with Customer Service Management to deliver formal new hire training as directed
- Assist in maintaining Service Level in Customer Service by participation in inbound call queue
- Partner with CS Management to implement necessary call center changes as result of customer feedback
- Ensure timely completion of nonphone tasks by agents such as boardcheck filing fax checking and email claims
- Handle escalated customer issues as needed. All applicable followup must be conducted within a timely manner
- Promote an open communication model and positive work environment
- Participate in Continuous Improvement projects with the Department
- Must be able to develop write and edit a Work Instruction and Standard Operating Procedure through the Change Control process
- Participate in a cross functional initiatives and projects
- Participate in Customer Service OnCall Program
Basic Qualifications
- Bachelors degree
- 2 years experience in customer service and/or contact center (consumer market)
OR
- Associate degree
- 4 years experience in customer service and/or contact center (consumer market)
Preferred Qualifications
- 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 crossfunctional 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 and familiarity with Siebel database a plus)
- No client or employee complaints against Rep for inappropriate behavior or handling of a situation
- Full Time: Monday through Friday
- Ability to work at least one oncall shift a month
What do we offer
We provide competitive and comprehensive benefits to our are some highlights of our benefits:
Medical Dental and Vision Insurance Options
Life and Disability Insurance
Paid TimeOff
Parental Benefits
Compassionate Care Leave
401k with Company Match
Employee Stock Purchase Plan
Learn more about Revvitys benefits by visiting ourBswiftpage. LogIn instructions are provided towards the bottom of the Bswift page.
*For benefiteligible roles only. Parttime and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.
Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal state and/or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the abilityor unable to usethe online application system and need an alternative method for applying you may contact.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
