Client Services Specialist
Fairfax Cryobank, a division of the Genetics & IVF Institute, is seeking a full-time Client Services Specialist to join their Customer Service team. The role involves assisting the sales team, managing client communications, and ensuring customer satisfaction through effective service and support.
Responsibilities
- Assisting the sales team with day-to-day operations and administrative tasks
- Must be able to handle many inbound and outbound calls to and from clients, listen to our clients’ needs and provide helpful solutions to their concerns
- Build sustainable relationships and trust with client accounts through open and interactive communication
- Must be able to de-escalate situations involving dissatisfied clients, offering patient assistance and support
- Meet personal/customer service team sales targets and call handling quotas
- Process semen, products, and internet orders
- Liaison between patients and physician clients
- Schedule client depositor and designated donor appointments
- Triage calls to management and accounts receivable
- Able to handle multiple office responsibilities simultaneously
- Responding to customer inquiries and providing accurate information about our products and services
- Identifying opportunities for upselling and cross-selling to existing customers
- Collaborating with the sales team to develop and implement upselling strategies
- Maintaining accurate records of customer interactions and sales activities
Skills
- Proven experience in a sales support or customer service role
- Strong understanding of upsell techniques and strategies
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Proficiency in using CRM software and other sales tools
- Proven experience working in a call center or customer-support role is a huge plus!
- Attendance and punctuality are extremely important for this job position. Candidates must maintain regular, consistent, and punctual attendance in accordance with their assigned work schedule
- Demonstrate strong phone and verbal communication skills along with active listening
- Must be able to multi-task, prioritize, and be detail oriented
- Must possess a high level of independent judgment and accuracy
- Fluency in other foreign languages is a plus!
- Must have working knowledge of Microsoft 365, Microsoft Outlook, and Teams
- Must have patience and compassion for clients trying to conceive
- Candidates must have a dedicated quiet work space free of distractions
- Strong preference for candidates who are located in DC, Maryland and Virginia
Benefits
- Health, Dental and Vision insurance
- Flex Spending Account (FSA) and Health Savings Account (HSA) options
- Group term life insurance
- Short-term and long-term disability options
- 401K plan with employer match
- Paid parental leave
- Tuition reimbursement program
- Paid vacation and sick time
- Paid company holidays
- Job training and development opportunities
Company Overview