- Handles all inbound calls from prospective and current clients; addresses customer/client issues and ensures effective short-term and long-term resolution in a timely manner and with the highest degree of courtesy and professionalism.
- Answers phone within four rings (if not already on a call) and coordinates with others to provide consistent coverage of phones during business hours; consistently meets or exceeds clients' service expectations.
- Manages emotional or complex customer situations with clients and network partners promptly and professionally while meeting commitments for service, sales and assistance.
- Educates prospects/clients and determines customer requirements and expectations to secure all relevant direct sale opportunities.
- Enrolls clients into the computerized contact management system and conducts follow-up calls when necessary.
- Provides timely feedback to Management and network practices regarding service failures or client concerns.
- Processes donor egg selection and follows policy and procedures with a near 100% accuracy level.
- Adheres to Genetic Carrier Standard Operating Procedure and educates clients on genetic testing of selected donors who are listed as a carrier.
- Maintains electronic client files (enters, updates, etc.).
- Responds to client emergencies in a timely manner.
- Contributes to team effort by maintaining an excellent rapport and working relationship, internally and externally, including network practices.
- Protects and maintains confidentiality of donor and client private information.
- Other duties and projects as required.
- Bachelor's degree
- Two or more years customer service-related experience
- Knowledge of Microsoft Office; Word, Excel and Outlook. MS Access a plus.
- Bi-lingual in English and Spanish, French or Portuguese is a strong plus.
- Excellent sales skills, including knowledge of phases of a sale and needs based/consultative selling.
- Strong customer service skills.
- High level of interpersonal skills to interact with peers, management and internal customers.
- Excellent verbal, written and telephone skills supported by strong interpersonal skills and ability to work within a team structure.
- Reliable.
- Strong attention to detail in composing, typing and proofing materials.
- Excellent organizational skills.
- Ability to handle multiple tasks simultaneously.
- Ability to maintain confidentiality.
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Care Navigator, Donor Egg Selection- Rockville, MD or Remote, US - CooperCompanies
Description
Job DescriptionCooperSurgical is a leading women's healthcare and fertility company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. We lead the industry in next-generation fertility and birth solutions that help conceive, deliver, and protect healthy babies. So, when it's time for people to build their families, the CooperSurgical donor gametes businesses, Donor Egg Bank USA, can help them reach their goals with the highest quality donor sperm and donor eggs. Our team cares enough to want to make a difference - for the communities in which we live and work and in the well-being of women, babies and families everywhere.
We strive to continuously develop best in class people, process, and technologies in our marketing organization. Our Donor Gametes business supports those seeking to realize their dreams of creating a family, and specifically serves the LGBTQ+ community, independent parents, and those with fertility challenges in need of donor eggs.
As a member of the Sales and Client Services Team, our Care Navigator, Donor Egg Selection position provides quality sales and customer service to the Company's prospects and current clients.
Responsibilities
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.
