Client Support Specialist II

Job DescriptionThis position supports the Cord Blood Registry business unit in Tucson, AZ.CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values - dedicated, innovative, friendly, partners, and do the right thing - our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women's and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.ResponsibilitiesAll Specialist - I Essential Functions & AccountabilitiesContinuously monitor and refine initiatives, goals and reportingPartner with other CBR employees to ensure execution of Consumer Sales related programsIdentify and evaluate specific department opportunitiesWork with Consumer Sales and Service management to identify and evaluate new processes, sales techniques, and measurements.Answer client retention and service calls, emails, chats or other client engagementsMaintain positive culture conducive to empowerment and growth.Continuously monitor and refine initiatives and goals.Partner with other CBR employees to ensure execution of Consumer Sales related programs.Identify and evaluate specific department opportunities. Work with Consumer Sales and Service management to identify and evaluate new processes, sales techniques, and measurements.Provide superior service to create advocacy and extremely satisfied clients.Maintain client and employee confidentiality.Follow CBR SOP's and Policies.Participate in continuing education and training.Maintain client data in database.Responsible for processing payments and refunds.Create adjustments to individual client accounts upon thorough investigation of root cause.Educate families on their cord blood and cord tissue options, empowering them to make informed decisions.Meet and exceed Client Retention metrics to assist with company revenue retention.Ensure Quality standards are met per company and department Quality Assurance.Ensure client data, including personal, CC, and Medical Information is protected as explained in CBR's Data Protection Policy.Retain clients by fostering a confident, knowledgeable approach to overcoming objections.Monitor team performance and report on metricsDelegate tasks and set deadlinesResolving and dealing with customer escalations while maintaining an excellent relationship with the customer.Mentor client support and client advocacy specialist.Suggest and organize team building activitiesQualificationsEducation: High School diploma or general education degree, or equivalent combination of education and experience is required for consideration. Minimum 2 years retention experience OR minimum 2 years of customer service in a contact center. A minimum of 1-year Client Advocacy Specialist experienceKnowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.All Specialist - I Knowledge, Skills, and AbilitiesAbility to see the big picture and implement multiple tangible enhancements.Provide department updates for policy changes in CSS team meetingsMaintain department related documentsAttend Sales and Service trainings and understand inputs and outputs of roleWorking knowledge of Excel, Power Point, Word and Google Applications.Working knowledge of the ERP and CRM systems.Excellent verbal and written communication skillsReliable, with high integrity and strong work ethicExperience: Previous customer service and call center experience is a plus.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.