Job Description

The Client Support Specialist 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).

Hybrid to our Tucson, AZ office.

Essential Functions & Accountabilities:

• 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

Qualifications, Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Language Skills 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.
• Computer Skills To perform this job successfully; an individual should have knowledge of database software; Internet software; and Word Processing software; and Siebel Systems.
• Mathematical Skills Add, subtract, multiply, and divide; using whole numbers, common fractions and decimals. Compute rate, ratio, and percent; reconcile balances; draw and interpret graphs.
• Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written and oral form.

Work Environment/Tools:

• Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
• Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The 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.

Experience:

• A minimum of 2-3 years of customer service and billing experience desired.

Education:

• High school diploma or general education degree (GED).

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at talent.acquisition@coopersurgical.com.