Customer Service Representative

November 26

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $50.5k - $63k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Revvity

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Biotechnology • Pharmaceuticals • Healthcare Insurance

Revvity is a science-based solutions company that leverages innovation across life sciences and diagnostics to improve lives everywhere. The company serves a diverse customer base, including academia, pharma/biotech, clinical laboratories, and healthcare professionals. Its extensive range of products and services includes genomic analysis, clinical diagnostics, cell and gene therapy, drug discovery, precision medicine, and advanced automation solutions. Revvity is committed to empowering scientists with cutting-edge tools and comprehensive solutions to enhance research and development, diagnostics, and clinical testing. With a focus on accelerating time to market while ensuring quality, Revvity is dedicated to revolutionizing next-generation breakthroughs in healthcare and life sciences.

10,000+ employees

🧬 Biotechnology

💊 Pharmaceuticals

⚕️ Healthcare Insurance

📋 Description

• 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 • Assist clients and medical staff throughout the delivery life cycle of ViaCord’s service • 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) • Assist 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 • Assist 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 • Ensure 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 • Develop, write, and edit a Work Instruction and Standard Operating Procedure through the Change Control process • Participate in cross functional initiatives and projects • Participate in Customer Service On-Call Program

🎯 Requirements

• Bachelor’s degree • 2+ years’ experience in customer service and/or contact center (consumer market) • OR Associate degree 4+ 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) • Ability to handle multiple tasks with adherence to deadlines • Superior planning, organizational, and time management skills to effectively allocate and manage resources • 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

🏖️ 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