Customer Service Representative

Overview

Russell Tobin's client, a life sciences and diagnostics company, is seeking Customer Experience Specialist – Biotech Sector in Waltham, MA.

Job Title: Customer Experience Specialist – Biotech Sector

Location: Waltham, MA

Employment Type: Full-Time

Pay Rate: $15 - $16.50/hr.

We are seeking enthusiastic, detail-oriented professionals who are passionate about helping families and thrive in fast-paced environments. This role plays a key part in supporting parents and families throughout their experience with our life-changing products and services.

This is a dynamic opportunity for individuals looking to grow within the biotech industry. With robust training programs and opportunities for advancement, you’ll be joining a team that values both professional excellence and compassionate service.

• Meet and exceed daily, weekly, and monthly performance goals.
• Follow assigned outreach protocols and schedules consistently.
• Accurately and efficiently contact leads and existing customers.
• Maintain quality, accuracy, and integrity of all client information.
• Become a product expert to ensure accurate communication with customers.
• Adhere to standard operating procedures within a quality management system.
• Support customers and medical professionals through the birthing and delivery lifecycle.
• Resolve customer concerns and manage escalated issues when necessary.
• Foster strong, lasting customer relationships.
• Support a culture of open communication and teamwork.
• Assist with onboarding and training of new team members, as needed.
• Engage in department and cross-functional improvement projects.

• Exceptional communication and organizational skills.
• Proven success in meeting outreach KPIs.
• Detail-oriented with a strong focus on compliance and recordkeeping.
• Experience in customer service, sales, or biotech preferred.
• Proficiency with CRM systems and database tools.
• 2+ years of relevant professional experience preferred.
• Bachelor's degree preferred.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.