Client Services Representative

Role Overview

• Provide customer service to internal and external customers
• Identify customer's needs and meet those needs in relation to products and services
• Respond to all calls/requests for service and answer product and service questions
• Follow up on inquiries from customers
• Resolve product or service problems by listening, verifying customer's complaint, and identifying a solution or referring to management as needed
• Take orders from internal and external agencies via phone
• Using various computerized systems to enter, process and track customer orders, complaints, and patient information
• Prepare various reports
• Maintain accurate documentation of orders and files
• Release NYBC donor testing results to initiate product labeling process
• Manage all test results for internal and external customers
• Review and inputs information from donor forms
• Ensure appropriate follow-up by contacting necessary staff and relaying that information to customers
• Perform sample check-in, creates invoices for customers and resolves inaccuracies in billing
• Perform confirmatory test result entries into BECS
• Process and confirm donors for HLA / Granulocyte specialty product request
• Import SAHH (Self Administer Health History) donor data into computer system
• Investigate, report and resolve unlinked SAHH donations and laptop failures
• Open Service Now Tickets relating to SAHH issues
• Coordinate Product Hold Retrieval (PHR) with NYBC affiliates and customers
• Box and ship NYBC sample boxes/labels to testing customers
• Report ABORH discrepancies
• Generate Transportation delivery/pick up request

Requirements

• High School Diploma or equivalent; One year of experience as a customer service representative in a call center environment is preferred.