Client Support Specialist

CooperCompanies•Tucson, AZ

18h

About The Position

About CooperSurgical 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. Job Summary: CSS must work with a primary goal of exceeding our internal and external customers’ expectations, while providing superior service, issue resolution and continuous improvement. Client Support Specialist also drive referral leads to increase referral enrollment revenue for the Consumer Sales team. Maintain and complete daily responsibilities assigned as well as support the Newborn Stem Cell Specialists (NSCES) and Senior Newborn Stem Cell Specialist (SNSCES).

Requirements

Ability to read and interpret documents and comprehend simple instructions, correspondence and memos.
Effectively present information in one-on-one and small group situations to clients and other employees of the company.
knowledge of database software; Internet software; and Word Processing software; and Siebel Systems.
Add, subtract, multiply, and divide; using whole numbers, common fractions and decimals.
Compute rate, ratio, and percent; reconcile balances; draw and interpret graphs.
Ability to apply common sense understanding to carry out instructions furnished in written and oral form.
employee is regularly required to sit and talk or hear.
employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.
employee must occasionally lift and/or move objects weighing up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
A minimum of 2-3 years of customer service and billing experience desired.
High school diploma or general education degree (GED).

Responsibilities

Provide superior service to create advocacy, and extremely satisfied clients
Meet or exceed referral lead create and enrolment goals to increase revenue
Maintain client and employee confidentiality
Follow CBR’s SOPs, policies and practices
Participate in continuing education and training
Identify areas of improvement according to CBRs Continuous Improvement Process.
Answer client service calls
Manage and maintain client databases
Assist clients as necessary with their Client Web Portal (CWP) and Gift Registry accounts
Complete all assigned daily activities
Provide support to the NSCES and SNSCES
Verify and distribute various forms, including client invoices and client-related documentation
Process client payments and refunds as applicable
Create adjustments to individual client accounts upon thorough investigation of root cause
Research and process client claims of invoice payment
Check and respond appropriately to client emails and voicemail boxes throughout the day
Assist with miscellaneous projects as necessary