Client Support Specialist

Client Support Specialist

CooperSurgical, Inc.

Tucson, AZ

Looking to make a difference in the world? If you’re ready to help grow our cord blood business and expand market share… then we’re looking for you! We have an immediate opening for a remote Client Support Specialist

Summary: As a member of the Client Support team, you must work with a primary goal of exceeding our internal and external customers’ expectations, while providing superior service, issue resolution and continuous improvement. Client Support also drives referral leads to increase referral enrollment revenue for the Consumer Sales team. Maintain and complete daily responsibilities assigned as well as support the Newborn Stem Cell Specialists and Senior Newborn Stem Cell Specialists.

Essential Duties and Responsibilities:

• Provide superior service to create advocacy, and extremely satisfied clients
• Meet or exceed referral enrollment goals to increase revenue
• Maintain client and employee confidentiality
• Follow company standard operating procedures, policies and practices
• Participate in continuing education and training
• Identify areas of improvement according to the company’s Continuous Improvement Process
• Answer client service calls
• Manage and maintain client data in database
• Assist clients as necessary with their Client Web Portal (CWP) and Gift Registry accounts
• Complete all assigned daily activities
• Verify and distribute various forms, including client invoices and client-related documentation
• Process client payments and refunds as applicable
• Create adjustments to individual client accounts upon thorough investigation of root cause
• Research and process client claims of invoice payment
• Check and respond appropriately to client emails and voicemail boxes throughout the day
• Assist with miscellaneous projects as necessary

Education and/or Experience:

• High school diploma or general education degree (GED)
• Minimum of 2-3 years of customer service and/or billing experience desired
• Knowledge of Salesforce or similar CRM
• Knowledge of Microsoft Office is a plus
• Excellent customer service and sales skills
• High level of interpersonal skills to interact with peers and management
• Strong attention to detail in composing, typing and proofing materials
• Excellent organizational skills
• Ability to handle multiple tasks simultaneously
• Ability to maintain confidentiality
• Ability to adapt quickly to an ever changing environment
• Must be able to work between 6:00 am and 5:00 pm PST, Monday – Friday
• May be required to work weekends and holidays
• Call Center Environment
• High speed internet is required

About CooperSurgical:

CooperSurgical is a leader in manufacturing and marketing multiple trusted and innovative brands that assist clinicians in improving the health of women, babies and families worldwide. Through an aggressive growth and diversification strategy, CooperSurgical has evolved its portfolio of over 600 products to include products and services used primarily by obstetricians and gynecologists in surgical and medical procedures wherever they occur: in hospitals, surgical centers, medical offices and fertility clinics.

Our Benefits:

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

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.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.