Customer Service Representative

Job Title: Customer Service Representative I

Job Location: Waltham, MA 02451

Job Duration: 2+ Months (Possibilities of extension)

Pay Rate: $16.50/hr. on W2

We are seeking enthusiastic, detail-oriented individuals who thrive in fast-paced environments and are passionate about supporting families. This role focuses on assisting parents and families throughout their journey with our products and services, ensuring a positive and informative experience.

This position requires dedication to meeting key performance indicators (KPIs), adherence to outreach protocols, and delivering exceptional customer experiences. It is an excellent opportunity for candidates eager to build a career in the biotech sector with access to robust training and growth opportunities.

• Consistently achieve daily, weekly, and monthly goals.
• Follow assigned schedules, assignments, and productivity metrics accurately.
• Promptly and efficiently contact existing customers or leads using the provided database.
• Ensure the quality, integrity, and accuracy of client information.
• Master product knowledge for effective communication with customers.
• Adhere to standard operating procedures and quality management system protocols.
• Support customers and medical professionals throughout the birthing process and Via Cord’s delivery lifecycle.
• Resolve customer challenges successfully and handle escalated issues as needed.
• Build and maintain strong, trust-based customer relationships.
• Foster open communication and contribute to a positive teamwork environment.
• Assist Customer Service Management with new-hire training as required.
• Participate in continuous improvement and cross-functional projects within the department.

• Exceptional verbal and written communication skills.
• Strong organizational skills and attention to detail, especially in recordkeeping and compliance.
• Proven track record of meeting/exceeding KPIs and outreach protocols.
• Previous experience in customer service, sales, or biotech preferred.
• Proficiency with CRM tools and database management systems.
• Minimum of 2 years relevant experience preferred.

• Bachelor’s Degree preferred.