Customer Service Representative (Remote, 10:30am-7pm EDT)

About ViaCord and Role Overview

ViaCord, a division of Revvity, specializes in preserving newborn stem cells, offering vital services for expectant families. Stem cells from umbilical cord blood contribute to our blood and immune systems and have established life-saving applications in medicine. Ongoing research explores these cells’ potential in treating diseases like diabetes, heart conditions, and stroke.

The Customer Service team plays a pivotal role in ensuring the preservation process succeeds, supporting parents throughout delivery and overseeing the safe transport of stem cells to the laboratory.

Primary Responsibilities

• Deliver high-quality assistance internally and externally concerning inquiries, orders, and shipments.
• Manage inbound customer service calls and initiate outbound calls or correspondence to maintain customer satisfaction.
• Respond promptly, efficiently, and accurately to customer communications.
• Establish and nurture strong customer relationships.
• Support clients and healthcare personnel throughout ViaCord’s delivery service lifecycle.
• Resolve cross-departmental customer issues, including order inconsistencies, complaints, billing, and shipping problems.
• Ensure accuracy and integrity of client data, including reviewing, processing, and database management.
• Help implement best practices through training and coaching initiatives.
• Collaborate with Customer Service Management to train new hires.
• Participate in inbound call queues to maintain service levels.
• Contribute feedback-driven call center improvements with management.
• Complete timely non-phone responsibilities such as documentation, filing, fax verification, and email claims processing.
• Handle escalated customer problems swiftly and conduct appropriate follow-ups.
• Foster positive communication and a collaborative workplace environment.
• Engage in continuous improvement projects within the department.
• Develop, author, and update Work Instructions and Standard Operating Procedures through a formal change control process.
• Take part in cross-functional initiatives and projects.
• Participate in an on-call rotation program for customer service support.

Minimum Qualifications

• Bachelor’s degree with at least 2 years’ experience in customer service or contact centers serving consumers, or
• Associate degree with at least 4 years’ experience in similar roles.

Preferred Skills and Attributes

• Solid knowledge of call center metrics and performance monitoring techniques.
• Strong interpersonal, customer service, and telecommunication skills.
• Highly dependable and self-driven to achieve excellence.
• Collaborative experience working across functions and teams.
• Effective written and verbal communication abilities.
• Ability to manage multiple priorities and meet deadlines effectively.
• Excellent planning, organizational, and time management skills to optimize resource use.
• Proficiency in typing, general computer usage, and data entry; familiarity with Microsoft Office suite and Siebel database is a plus.
• No history of client or employee complaints related to behavior or issue management.
• Ability to work full-time Monday through Friday, including a minimum of one monthly on-call shift.

Compensation and Benefits

This full-time position offers a base salary range of $49,000 to $65,000 annually. Final salary will consider factors such as internal equity, geographic location, skills, experience, and education.

In addition to base pay, comprehensive benefits include:

• Medical, dental, and vision insurance options
• Life and disability insurance coverage
• Paid time off and parental benefits
• Compassionate care leave
• 401(k) plan with company matching
• Employee stock purchase program

Additional details on benefits are available through company resources. Note that part-time or temporary roles may have limited benefit eligibility.