ViaCord, LLC is hiring a Customer Service Representative (REMOTE: 10:30am-7pmEDT)

Customer Service Representative (REMOTE: 10:30am-7pmEDT) Location(s) Waltham About Us Revvity is an innovative solutions provider dedicated to empowering scientific research and clinical advancement in addressing global health challenges. Our team of 11,000+ global professionals embodies the spirit of industry transformation while leveraging extensive experience. Our colleagues are instrumental in driving breakthrough discoveries in human health. Find your future at Revvity Summary: ViaCord, a Revvity Company, offers specialized newborn stem cell preservation services for expectant families. Umbilical cord blood stem cells represent a crucial, ethically obtained resource fundamental to blood and immune system development. These cells demonstrate significant medical potential, with ongoing research exploring applications in treating conditions like diabetes, heart disease, and stroke. Our Customer Service team plays a pivotal role in preserving these critical stem cells, supporting parents throughout the delivery process and ensuring safe laboratory transportation. We're seeking enthusiastic individuals interested in building a career within the biotechnology sector. Responsibilities: - Deliver exceptional customer service for internal and external inquiries, orders, and shipments - Manage inbound and outbound communication channels to ensure customer satisfaction - Promptly and accurately address all customer interactions - Cultivate and maintain strong customer relationships - Support clients and medical professionals during service delivery lifecycle - Resolve cross-functional customer challenges including order, billing, and shipping issues - Verify client information accuracy through comprehensive review and database management - Support implementation of best practice initiatives via training and coaching - Collaborate with management for new hire training - Contribute to maintaining service levels through active call queue participation - Partner in implementing call center improvements based on customer feedback - Complete non-phone tasks efficiently - Handle escalated customer issues with timely follow-up - Foster open communication and positive workplace environment - Engage in continuous improvement projects - Develop and edit work instructions and standard operating procedures - Participate in cross-functional initiatives - Support Customer Service On-Call Program Basic Qualifications - Bachelor's degree with 2+ years customer service/contact center experience OR - Associate degree with 4+ years customer service/contact center experience Preferred Qualifications - Understanding of call center metrics and performance management - Strong interpersonal and communication skills - High reliability and motivation - Cross-functional collaboration abilities - Effective written and verbal communication - Multitasking with deadline adherence - Superior planning and organizational skills - Basic computer proficiency (Microsoft Office, Siebel database) - No prior client or employee conduct complaints - Full-time Monday-Friday availability - Ability to work monthly on-call shifts Salary Range: $50,500 - $63,000 USD Benefits: - Medical, Dental, Vision Insurance - Life and Disability Insurance - Paid Time-Off - Parental Benefits - Compassionate Care Leave - 401k with Company Match - Employee Stock Purchase Plan Revvity is an equal opportunity employer committed to providing employment opportunities without discrimination. #LI-MB1