Client Support Specialist

Job Summary:

CSS must work with a primary goal of exceeding our internal and external customers’ expectations, while

providing superior service, issue resolution and continuous improvement. Client Support Specialist also

drive referral leads to increase referral enrollment revenue for the Consumer Sales team. Maintain and

complete daily responsibilities assigned as well as support the Newborn Stem Cell Specialists (NSCES)

and Senior Newborn Stem Cell Specialist (SNSCES).

Essential Functions & Accountabilities:

Essential Duties and Responsibilities include the following: other duties may be assigned:

• Provide superior service to create advocacy, and extremely satisfied clients
• Meet or exceed referral lead create and enrolment goals to increase revenue
• Maintain client and employee confidentiality
• Follow CBR’s SOPs, policies and practices
• Participate in continuing education and training
• Identify areas of improvement according to CBRs Continuous Improvement Process.
• Answer client service calls
• Manage and maintain client databases
• Assist clients as necessary with their Client Web Portal (CWP) and Gift Registry accounts
• Complete all assigned daily activities
• Provide support to the NSCES and SNSCES
• Verify and distribute various forms, including client invoices and client-related documentation
• Process client payments and refunds as applicable
• Create adjustments to individual client accounts upon thorough investigation of root cause
• Research and process client claims of invoice payment
• Check and respond appropriately to client emails and voicemail boxes throughout the day
• Assist with miscellaneous projects as necessary

Qualifications

Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed above 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.

• Language Skills: Ability to read and interpret documents and comprehend simple instructions,

  correspondence and memos. Effectively present information in one-on-one and small group

  situations to clients and other employees of the company.

• Computer Skills: To perform this job successfully; an individual should have knowledge of

  database software; Internet software; and Word Processing software; and Siebel Systems.

• Mathematical Skills: Add, subtract, multiply, and divide; using whole numbers, common

  fractions and decimals. Compute rate, ratio, and percent; reconcile balances; draw and interpret

  graphs.

• Reasoning Ability: Ability to apply common sense understanding to carry out instructions

  furnished in written and oral form.