Duration: 6 months, possibility of extension
Job Description:
General Summary

• 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 and instructions within a quality management system.
• Assist customers and medical professionals throughout the birthing process and delivery lifecycle of ViaCord’s service.
• Successfully resolve customer challenges.
• Handle escalated customer issues as needed.
• Build and maintain strong customer relationships.
• Promote an open communication model and a positive teamwork 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 initiative engagement and reactive support.

Skills

• Exceptional communication and organizational skills.
• Proven ability to meet and exceed KPIs and outreach protocols.
• Strong attention to detail, especially in recordkeeping and compliance.
• Previous experience in customer service, sales, or biotech preferred.
• Proficiency in CRM tools and database management.
• 2+ years of service or relevant experience preferred.
• We’re looking for candidates with a hybrid background in customer success and customer service, with strong skills in client communication, issue resolution, and relationship management, along with experience in both proactive engagement and reactive support.

Education

• Bachelor’s Degree, preferred.