Client Services Specialist

Fairfax Cryobank, a division of the Genetics & IVF Institute, is seeking a full-time Client Services Specialist to join their Customer Service team. The role involves assisting the sales team, managing client communications, and ensuring customer satisfaction through effective service and support.

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

Skills

• 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
• Strong preference for candidates who are located in DC, Maryland and Virginia

Benefits

• 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

Company Overview