Cryogenic Services Coordinator- Tucson, AZ or Naperville, IL

CooperCompanies•Naperville, IL

6d•$60,000 - $68,000

About The Position

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. The Cryogenic Services Coordinator is responsible for mainly two areas within the Commercial Inside Sales Team: storage account management and cryogenic shipping leads. Both areas will require professional communication with client customers seeking new service or help with their existing service. This position will communicate directly with clients to understand their needs, highlight the value of CSI-supported cryogenic services, and ensure a smooth sales process for fertility preservation, cryogenic shipping, and/or storage services. For existing clients, this position will support the client with any account needs, including, but not limited to, records access, billing support, inventory questions, and end of account assistance. As a service coordinator, the role will uphold and advocate for the CSI brand, ensuring the consistent delivery of the highest quality standards.

Requirements

Proficiency in using CRM software and billing systems, Microsoft Excel, MS Office, and other relevant tools
Results oriented mindset – exhibits a strong drive to surpass performance targets while assisting clients in a friendly and understanding manner
Adaptability – responds and adapts own behavior to suit the situation, knowing the end-goal is helping the client with their need in the best way possible
Relationship Management – ability to initiate and grow mutually beneficial relationships both within CSI and with clients
Attention to detail – Checks information to eliminate or reduce errors, detects inconsistencies and mistakes in data to reduce downstream effects of entry errors
Influence and Negotiation – ‘Sells’ products and services (and arguments and concepts that support them) by tailoring benefits to prospective clients
Strong oral & written communication skills – Listens, responds to prompts, summarizes and structures communication logically
Clear, articulate and grammatically sound speech and professional phone manner
Ability to interpret data from several sources for accurate entry into CRM/ERP systems
Skilled in deescalating upset clients by addressing their concerns and finding a mutually beneficial solution
Ability to follow standard operating procedures and protocols
Capable of working independently as well as collaboratively within a team
Flexibility and ability to handle multiple tasks simultaneously
1-3+ years inside sales or customer service experience within a healthcare environment
Direct client interaction with patients seeking healthcare services
Microsoft Office ability with strong Excel skills

Nice To Haves

1+ years cryogenic account management (preferred)
1+ years in the fertility field (preferred)
Associate or bachelor’s degree (preferred)

Responsibilities

Lead Funnel Management
Manage lead data in software systems independently with minimal supervision
Capture and record relevant lead information in software systems
Understand diverse lead profiles to build customized sales approaches
Identify data patterns and analyze results to maximize work efficiency
Communicate with leadership for trends and client customer needs on an ongoing basis
Prospective Client Communication
Be knowledgeable about CSI’s fertility preservation, transport, and storage offerings to answer client questions regarding the services
Master the “Why choose us” message of CSI-supported Cryogenic Services
Deliver communication to prospective clients through outbound calls, emails, SMS and/or chat sessions
Remain current, highly knowledgeable, and proficient on all procedural activities and follow-ups
Review recorded calls with the BD manager to identify best practices and areas of opportunity
Ensure client data, including personal, credit card and medical information is protected
Current Client Communication
Listen to clients' needs and communicate with empathy and understanding about their use of CSI cryogenic services
Be able to address client inquiries regarding their status in the fertility preservation process
Respond to client inquiries about their storage account, including but not limited to account status, payment details, invoice amounts, renewal periods, and inventory levels
Assist clients with end-of-storage options, including CSI's transport services and the end-of-storage consent process
Data Management
Accurately input data into software systems to support downstream processes
Collect and organize data from various sources for system input
Become familiar with the systems in use to identify and report any issues with data feeds or inputted information