Customer Service Representative

CooperSurgical, Inc.

Mississauga, Canada

Position Summary:

The Customer Service Representative is responsible for responding to all inbound client services communications to educate and promote Cord blood and Tissue banking and escalating, as required, to a OCM, Finance or Senior Management. This role requires the incumbent to process client registrations, update client information post cord blood processing and storage. This role also provides centralized assistance to satellite offices.

• Process client registrations
• Respond to inbound telephone, e-mail and online chat inquiries from potential or existing clients and completing or escalating those calls as appropriate.
• Educate potential clients about benefits and uses of cord blood and tissue banking and educate existing clients on the benefits of continued storage.
• Instructions providing overview of collection kit to clients.
• Promote Cord blood and tissue banking via sales calls using CRM system.
• Update to existing client account information.
• May be called upon, with appropriate training, to fulfill a variety of support activities, as necessary.
• Strong verbal and written communication skills
• Customer Service oriented
• Excellent organizational skills.
• Must be adaptable and flexible to work in a fast paced environment of continuous change
• Respect for client confidentiality
• Must perform all duties with full compliance to all applicable regulating and accrediting bodies. Must comply with all departmental SOP’s.
• Educating the public in a relatively new scientific area
• Workload varies on a daily basis
• Multi-tasking and prioritization to handle a variety of tasks
• May be required to work through backlog situations
• Must demonstrate accuracy on a consistent basis
• Must be adaptable and flexible to work in a fast paced environment of continuous change

Qualifications:

• A minimum of 2-3 years customer service experience
• Customer service in a health care related organization is preferred, but not required
• Knowledge of the benefits and uses of Cord blood banking is an asset
• Exceptional telephone communications skills
• Proficiency with Microsoft Office Suite
• Previous experience within a document control area within a regulatory environment is a key asset
• Clerical management skills and document management
• Experience with data input and management

• Post secondary education in a relevant and/or related field/industry is an asset.

CooperSurgical is an equal employment opportunity employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.