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.

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