Client Services Representative

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver exceptional customer service to both internal and external clients by recognizing and addressing their needs related to products and services.

• Handle incoming calls and service requests, provide answers to inquiries about products and services, and follow up on customer questions.

• Address product or service issues by validating complaints, identifying solutions, or escalating matters to management as needed.

• Process orders from internal and external agencies over the phone.

• Input, manage, and monitor customer orders, complaints, and patient information utilizing computerized systems.

• Prepare reports and ensure that order and file documentation is kept accurate.

• Release donor testing results from NYBC to initiate the labeling of products.

• Oversee test results for both internal and external customers.

• Review and enter information from donor forms accurately.

• Communicate with necessary staff and relay information to customers for timely follow-up.

• Conduct sample check-ins, generate customer invoices, and rectify billing discrepancies.

• Enter confirmatory test results into the BECS system.

• Process and confirm donors for HLA/Granulocyte specialty product requests.

• Import SAHH donor data into the computer system efficiently.

• Investigate, document, and resolve unlinked SAHH donations and laptop issues; create ServiceNow tickets for SAHH-related problems.

• Coordinate the retrieval of products on hold with NYBC affiliates and customers.

• Package and dispatch NYBC sample boxes and labels to testing customers.

• Report any discrepancies in ABORH.

• Generate requests for transportation delivery and pickup.

⛳️ Requirements

• Candidate MUST reside in New York, New York.

• High School Diploma or equivalent is required.

• A minimum of one year of experience as a customer service representative in a call center setting is preferred.

• Familiarity with computerized systems for the entry, processing, and tracking of customer orders, complaints, and patient information is essential.

• All salaries are in accordance with the Local 1199 Collective Bargaining Agreement.

🏝️ Benefits

• Competitive pay: $22.9753/hour