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Customer Service Representative (REMOTE: 10:30am-7pmEDT)

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Revvity

3mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Healthcare
  • Waltham

AI generated summary

  • You should have a Bachelor’s degree and 2+ years in customer service, or an Associate degree with 4+ years. Strong skills in communication, organization, and multitasking are essential.
  • You will handle customer inquiries, manage calls, resolve issues, maintain records, assist in training, support continuous improvement, and ensure service level compliance.

Requirements

  • Basic Qualifications
  • Bachelor’s 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 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 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 on-call shift a month

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 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)
  • 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 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
  • 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 On-Call Program

FAQs

What are the working hours for the Customer Service Representative position?

The working hours for this position are 10:30 AM to 7 PM EDT, Monday through Friday.

Is there a specific location requirement for this remote position?

This position is remote, but candidates should be able to work in the Eastern Time Zone.

What are the basic qualifications needed for this role?

Candidates must possess a Bachelor’s degree with 2+ years of experience in customer service or a contact center, or an Associate degree with 4+ years of experience in customer service or a contact center.

Are there opportunities for career growth in this position?

Yes, ViaCord offers growth opportunities for individuals looking to build a career in the biotech sector.

What does the compensation package include?

The base salary range for this position is $50,500.00 to $63,000.00, and the total compensation package includes various benefits such as medical, dental, and vision insurance, life and disability insurance, paid time off, and more.

What type of training will be provided to new hires?

New hires will receive formal training as directed by the Customer Service Management team.

Is there any call center experience required for this role?

Yes, candidates should have experience in customer service and/or contact centers, preferably in the consumer market.

What are the preferred qualifications for this role?

Preferred qualifications include a proven understanding of call center metrics, strong interpersonal and communication skills, the ability to handle multiple tasks, and proficiency with Microsoft Office.

Will I need to handle escalated customer issues in this role?

Yes, representatives are expected to handle escalated customer issues as needed and conduct all applicable follow-up in a timely manner.

What benefits does the company offer?

The company offers competitive benefits including medical, dental, and vision insurance, life and disability insurance, paid time off, parental benefits, compassionate care leave, a 401k with company match, and an employee stock purchase plan.

Is there a requirement to participate in on-call shifts?

Yes, representatives are required to participate in the Customer Service On-Call Program and must be able to work at least one on-call shift per month.

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Revvity

Expanding the boundaries of human potential through science

Science & Healthcare
Industry
10,001+
Employees
2023
Founded Year

Mission & Purpose

At Revvity, we understand how important and intertwined the work we do is to our people and our communities around the globe. Our aim is to foster a culture of collaboration, engagement, innovation, and inclusion, and ensure our employees are supported with the resources needed to assist with their professional and personal growth, while enabling them to work as their best selves. All team members are encouraged to play an active role in creating an inclusive workforce and giving back to their communities on their own, as well as through company-sponsored volunteer events.