Client Services Specialist

For 40 years, Fairfax Cryobank, a division of the Genetics & IVF Institute (GIVF), has provided the highest quality donor sperm that has led to the creation of many happy healthy families. Fairfax Cryobank serves clients nationwide and around the globe. We are seeking energetic and compassionate full-time Client Services Specialists to join our fantastic Customer Service team, which is located at our headquarters in Fairfax, VA. Responsibilities:

• Assisting the sales team with day-to-day operations and administrative tasks.
• Must be able to handle many inbound and outbound calls to and from clients, listen to our clients’ needs and provide helpful solutions to their concerns.
• Build sustainable relationships and trust with client accounts through open and interactive communication.
• Must be able to de-escalate situations involving dissatisfied clients, offering patient assistance and support.
• Meet personal/customer service team sales targets and call handling quotas.
• Process semen, products, and internet orders
• Liaison between patients and physician clients
• Schedule client depositor and designated donor appointments
• Triage calls to management and accounts receivable
• Able to handle multiple office responsibilities simultaneously.
• Responding to customer inquiries and providing accurate information about our products and services.
• Identifying opportunities for upselling and cross-selling to existing customers.
• Collaborating with the sales team to develop and implement upselling strategies.
• Maintaining accurate records of customer interactions and sales activities.

Requirements:

• Proven experience in a sales support or customer service role.
• Strong understanding of upsell techniques and strategies.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in using CRM software and other sales tools.
• Proven experience working in a call center or customer-support role is a huge plus!
• Attendance and punctuality are extremely important for this job position.
• Candidates must maintain regular, consistent, and punctual attendance in accordance with their assigned work schedule.
• Demonstrate strong phone and verbal communication skills along with active listening.
• Must be able to multi-task, prioritize, and be detail oriented.
• Must possess a high level of independent judgment and accuracy.
• Fluency in other foreign languages is a plus!
• Must have working knowledge of Microsoft 365, Microsoft Outlook, and Teams
• Must have patience and compassion for clients trying to conceive.
• Candidates must have a dedicated quiet work space free of distractions
• Must reside within a reasonable commuting distance of our Fairfax office for the on-site position.
• For remote position, candidate must live in one of the approved states: VA, MD, DC, PA, MN, CA, FL, TX, NC, SC and TN.

Additional information:

• $20.00 per hour

Work Schedule Options:

• In-person: Monday- Friday 8:30 am–5:00 pm EST
• Remote: Tuesday-Friday 10:30am-8pm, Saturday 11:30am-3:30pm EST

Fairfax Cryobank is accessible via the Dunn-Loring metro, offers free parking, and offers an amazing retention program, including free staff lunches, gift cards for special occasions, excellent compensation, a bonus program, benefits and a positive work environment. For more information about Fairfax Cryobank, please visit us at www.fairfaxcryobank.com. GIVF provides competitive compensation and generous benefits to our employees, including:

• Health, Dental and Vision insurance
• Flex Spending Account (FSA) and Health Savings Account (HSA) options
• Group term life insurance
• Short-term and long-term disability options
• 401K plan with employer match
• Paid parental leave
• Tuition reimbursement program
• Paid vacation and sick time
• Paid company holidays
• Job training and development opportunities

To apply, kindly email your cover letter, work schedule preference and resume to [email protected] and note CSR in the subject line. EOE/M/F/D/V Job Type: Full-time Pay: From $20.00 per hour Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Do you currently require, or will you at some point require, employer sponsorship for your visa?
• When does the authorization expire?

Experience:

• Customer service: 1 year (Preferred)
• Call center: 1 year (Preferred)

Language:

• Spanish (Preferred)

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