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Customer Service Representative

Customer Service Representative

Russell TobinWaltham, MA, US
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Job Description

Russell Tobin's client, a global scientific solutions company focused on delivering health science solutions, is hiring a Customer Service Representative in Waltham, MA 02451 (Onsite)

Employment Type : Contract

Job Title : Customer Service Representative

Location : Waltham, MA 02451 (Onsite)

Duration : 03+ Months with the possibility of extension

Pay rate : $15.50-$16.50 / hour. on W2

Work Schedule : Standard Business Hours (Monday – Friday)

Job Summary :

The Customer Service Representative I supports families and medical professionals by delivering high-quality assistance throughout the customer journey. This role is ideal for detail-oriented individuals who thrive in fast-paced environments, excel in communication, and are passionate about providing exceptional service. It offers opportunities for growth within the biotech sector, supported by comprehensive training programs.

Key Responsibilities :

  • Achieve and exceed daily, weekly, and monthly performance goals (KPIs).
  • Accurately manage customer outreach and maintain integrity of client information.
  • Provide timely, professional assistance to customers and medical professionals.
  • Master product knowledge to deliver accurate information to customers.
  • Handle escalated issues and resolve customer challenges effectively.
  • Build and maintain strong customer relationships.
  • Support training initiatives for new hires when needed.
  • Ensure compliance with standard operating procedures and quality management systems.
  • Participate in continuous improvement and cross-functional initiatives.

Required Skills and Qualifications :

  • Strong verbal and written communication skills.
  • Excellent organizational and problem-solving abilities.
  • Proven ability to meet KPIs and follow outreach protocols.
  • Attention to detail in recordkeeping, data accuracy, and compliance.
  • Proficiency in CRM tools and database management.
  • Customer service or sales experience required (biotech experience preferred).
  • 2+ years of relevant experience preferred.

    • Education :

  • Bachelor’s degree preferred (or equivalent relevant experience).

    • Benefits that Russell Tobin offers :

    Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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    Customer Service Representative • Waltham, MA, US