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.