Job Details

Location: remote: Waltham, MA 02451.
Pay: $15.00 - $16.54 per hour.
Duration: Contract through August 31, 2026.
Schedule: Monday - Friday 9:00 AM - 5:00 PM

Overview

• Provide customer support to parents and families.
• Focus on delivering high-quality service, maintaining accurate records, and meeting performance goals in a fast-paced environment.
• Inbound calling assisting customers with account questions, assisting families in completing services with our company.
• Outbound calling with some up-selling, so some sales experience is a plus.
• Inbound and outbound calling working with logistics vendors coordinating shipments to our laboratory.
• Salesforce and Siebel CRMs.

Key Responsibilities

• Meet daily, weekly, and monthly productivity goals.
• Follow assigned schedules, outreach protocols, and performance metrics.
• Contact customers and leads promptly and accurately.
• Maintain accurate customer records in CRM systems.
• Develop knowledge of products and services to provide reliable information.
• Follow standard operating procedures and quality requirements.
• Support customers and medical professionals throughout the service lifecycle.
• Resolve customer concerns and escalate issues when needed.
• Build and maintain strong customer relationships.

Requirements

• Strong communication and organizational skills.
• Ability to meet productivity and outreach targets.
• High attention to detail and accuracy in documentation.
• Experience in customer service, sales, or biotech preferred.
• Proficiency with CRM systems and database management.

Benefits:
• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.