Client Support Specialist II

CooperCompanies•Tucson, AZ

23d

About The Position

This position supports the Cord Blood Registry business unit in Tucson, AZ. CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.

Requirements

High School diploma or general education degree, or equivalent combination of education and experience is required for consideration.
Minimum 2 years retention experience OR minimum 2 years of customer service in a contact center.
A minimum of 1-year Client Advocacy Specialist experience
Working knowledge of Excel, Power Point, Word and Google Applications.
Working knowledge of the ERP and CRM systems.
Excellent verbal and written communication skills
Reliable, with high integrity and strong work ethic

Nice To Haves

Previous customer service and call center experience is a plus.

Responsibilities

All Specialist – I Essential Functions & Accountabilities
Continuously monitor and refine initiatives, goals and reporting
Partner with other CBR employees to ensure execution of Consumer Sales related programs
Identify and evaluate specific department opportunities
Work with Consumer Sales and Service management to identify and evaluate new processes, sales techniques, and measurements.
Answer client retention and service calls, emails, chats or other client engagements
Maintain positive culture conducive to empowerment and growth.
Continuously monitor and refine initiatives and goals.
Partner with other CBR employees to ensure execution of Consumer Sales related programs.
Identify and evaluate specific department opportunities.
Work with Consumer Sales and Service management to identify and evaluate new processes, sales techniques, and measurements.
Provide superior service to create advocacy and extremely satisfied clients.
Maintain client and employee confidentiality.
Follow CBR SOP’s and Policies.
Participate in continuing education and training.
Maintain client data in database.
Responsible for processing payments and refunds.
Create adjustments to individual client accounts upon thorough investigation of root cause.
Educate families on their cord blood and cord tissue options, empowering them to make informed decisions.
Meet and exceed Client Retention metrics to assist with company revenue retention.
Ensure Quality standards are met per company and department Quality Assurance.
Ensure client data, including personal, CC, and Medical Information is protected as explained in CBR’s Data Protection Policy.
Retain clients by fostering a confident, knowledgeable approach to overcoming objections.
Monitor team performance and report on metrics
Delegate tasks and set deadlines
Resolving and dealing with customer escalations while maintaining an excellent relationship with the customer.
Mentor client support and client advocacy specialist.
Suggest and organize team building activities
All Specialist – I Knowledge, Skills, and Abilities
Ability to see the big picture and implement multiple tangible enhancements.
Provide department updates for policy changes in CSS team meetings
Maintain department related documents
Attend Sales and Service trainings and understand inputs and outputs of role