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

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

Location(s) : Waltham

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world's greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we're able to push boundaries in pursuit of better human health.

Find your future at Revvity

Summary : ViaCord, a Revvity company, provides newborn stem cell preservation services for expectant families. Newborn stem cells are a valuable source of stem cells; the building blocks of our blood and immune systems. The value and benefits of stem cells found in umbilical cord blood are clear; cord blood collection saves lives today and medical researchers are exploring new uses for umbilical cord blood stem cells for tomorrow, including diabetes, heart disease, and stroke.

Our Customer Service team is critical to the success of preserving the stem cells. They assist parents throughout the delivery process with any questions and also are responsible for ensuring the safe delivery of the stem cells to our laboratory facility.

We are currently looking for enthusiastic people to join our growing team! This is a great opportunity for an individual to join an organization that provides growth opportunities for individuals looking to build a career in the biotech sector.

Responsibilities :

• Provide customers 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
• 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
• 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
• Promote an open communication model and positive work environment
• Participate in Continuous Improvement projects with the Department
• Develop, write, and edit a Work Instruction and Standard Operating Procedure through the Change Control process
• Participate in cross functional initiatives and projects
• Participate in Customer Service On-Call Program

Basic Qualifications :

Preferred Qualifications :

The base salary range for this full-time position is 50,500.00 - 63,000.00 USD. This range reflects the minimum and maximum target for a new hire in this position. The base pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

What do we offer?

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits :

Learn more about Revvity's benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal, state, and / or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the abilityor unable to usethe online application system and need an alternative method for applying, you may contact OpenJobs@revvity.com.