Customer Service Representative (REMOTE: 10:30am-7pmEDT)

Responsibilities

• Provide customers, both internally and externally, with a high level of service with regards to all inquiries, orders and shipments
• Handle all inbound CS calls, perform outbound calls, and correspondence as needed to ensure customer satisfaction
• Respond to all customer contacts promptly, efficiently and accurately
• Build and maintain customer relationships
• Aid clients and medical staff throughout the delivery life cycle of ViaCord’s service
• Must showcase ability to successfully resolve cross functional customer issues including order discrepancies, complaints, billing and shipping issues
• Assure quality, integrity and accuracy of client information (including review, processing, and database entry)
• Aid in rollout and support of best practice initiatives by means of training and coaching
• Partner with Customer Service Management to deliver formal new hire training as directed
• Aid in maintaining Service Level in Customer Service by participation in inbound call queue
• Partner with CS Management to implement necessary call center changes as result of customer feedback
• Assure timely completion of non-phone tasks by agents such as board-check, filing, fax checking, and email claims
• Handle escalated customer issues as needed. All applicable follow-up must be conducted within a timely manner
• Promote an open communication model and positive work environment
• Participate in Continuous Improvement projects with the Department
• Participate in Customer Service On-Call Program

Requirements

• Basic typing, computer skills and data entry experience preferred (proficiency with Microsoft Office and familiarity with Siebel database a plus)
• No client or employee complaints against Rep for inappropriate behavior or handling of a situation
• Full Time: Monday through Friday
• Ability to work at least one on-call shift a month

Qualifications

• Bachelor’s degree2+ years’ experience in customer service and/or contact center (consumer market) OR Associate degree4+ years’ experience in customer service and/or contact center (consumer market)
• Proven understanding of fundamental call center metrics and performance management techniques
• Strong interpersonal, customer service and phone skills
• Highly reliable and motivated to excel
• Ability to work with cross-functional departments; experience working with teams
• Ability to communicate effectively (both written & orally)
• Superior planning, organizational, and time management skills to effectively allocate and manage resources

Benefits

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits:

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

Learn more about Revvity’s benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page. For benefit-eligible roles only.