Job Description
Job Description
Russell Tobin's client, a global scientific solutions company focused on delivering health science solutions, is hiring a Customer Service Representative in Waltham, MA 02451 (Onsite)
Employment Type: Contract
Job Title: Customer Service Representative
Location: Waltham, MA 02451 (Onsite)
Duration: 03+ Months with the possibility of extension
Pay rate: $15.50-$16.50/hour. on W2
Work Schedule: Standard Business Hours (Monday – Friday)
Job Summary:
The Customer Service Representative I supports families and medical professionals by delivering high-quality assistance throughout the customer journey. This role is ideal for detail-oriented individuals who thrive in fast-paced environments, excel in communication, and are passionate about providing exceptional service. It offers opportunities for growth within the biotech sector, supported by comprehensive training programs.
Key Responsibilities:
- Achieve and exceed daily, weekly, and monthly performance goals (KPIs).
- Accurately manage customer outreach and maintain integrity of client information.
- Provide timely, professional assistance to customers and medical professionals.
- Master product knowledge to deliver accurate information to customers.
- Handle escalated issues and resolve customer challenges effectively.
- Build and maintain strong customer relationships.
- Support training initiatives for new hires when needed.
- Ensure compliance with standard operating procedures and quality management systems.
- Participate in continuous improvement and cross-functional initiatives.
Required Skills and Qualifications:
- Strong verbal and written communication skills.
- Excellent organizational and problem-solving abilities.
- Proven ability to meet KPIs and follow outreach protocols.
- Attention to detail in recordkeeping, data accuracy, and compliance.
- Proficiency in CRM tools and database management.
- Customer service or sales experience required (biotech experience preferred).
- 2+ years of relevant experience preferred.
Education:
- Bachelor’s degree preferred (or equivalent relevant experience).
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.