Job Description
Job Description
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Russell Tobin's client, a life sciences and diagnostics company, is seeking Customer Experience Specialist – Biotech Sector in Waltham, MA.
Job Title: Customer Experience Specialist – Biotech Sector
Location: Waltham, MA
Employment Type: Full-Time
Pay Rate: $15 - $16.50/hr.
About the Role:
We are seeking enthusiastic, detail-oriented professionals who are passionate about helping families and thrive in fast-paced environments. This role plays a key part in supporting parents and families throughout their experience with our life-changing products and services.
This is a dynamic opportunity for individuals looking to grow within the biotech industry. With robust training programs and opportunities for advancement, you’ll be joining a team that values both professional excellence and compassionate service.
Key Responsibilities:
- Meet and exceed daily, weekly, and monthly performance goals.
- Follow assigned outreach protocols and schedules consistently.
- Accurately and efficiently contact leads and existing customers.
- Maintain quality, accuracy, and integrity of all client information.
- Become a product expert to ensure accurate communication with customers.
- Adhere to standard operating procedures within a quality management system.
- Support customers and medical professionals through the birthing and delivery lifecycle.
- Resolve customer concerns and manage escalated issues when necessary.
- Foster strong, lasting customer relationships.
- Support a culture of open communication and teamwork.
- Assist with onboarding and training of new team members, as needed.
- Engage in department and cross-functional improvement projects.
What You Bring:
- Exceptional communication and organizational skills.
- Proven success in meeting outreach KPIs.
- Detail-oriented with a strong focus on compliance and recordkeeping.
- Experience in customer service, sales, or biotech preferred.
- Proficiency with CRM systems and database tools.
- 2+ years of relevant professional experience preferred.
- Bachelor's degree preferred.
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.