["Customer Service Representative","Customer Service Representative"]

Customer Service Rep I

This position is designed for enthusiastic, detail-oriented individuals who thrive in a fast-paced environment and are passionate about supporting families. We are seeking candidates excited to focus on assisting parents and families throughout their overall experience with our products and services.

The role requires a commitment to meeting key performance indicators (KPIs), adhering to outreach protocols, and delivering an exceptional customer experience. This is a great opportunity for individuals looking to build a career in the biotech sector with an organization that offers 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 ViaCord'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.

Qualifications

• 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.
• 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.