Client Relations Specialist

Company Description

Xytex, a global leader in reproductive services, has been innovating and delivering compassionate, high-quality solutions in the sperm banking industry for 50 years. Since 1975, the company has been instrumental in helping families across the world achieve their dreams of parenthood. As a pioneer in its field, Xytex is proud to celebrate its rich legacy of dedication, care, and innovation. Based in Evans, GA, Xytex is passionate about making a lasting impact on the lives of families and individuals.

Job description:

This position is for a Customer Service Specialist, a role requiring versatility, a goal-oriented mindset, and self-motivation. This position is a sales focused role. As a key representative of our company, you will ensure clients receive exceptional service while upholding our reputation as an industry leader. The ideal candidate is compassionate, knowledgeable, innovative, and thrives in a fast-paced, dynamic environment. Success in this role will be measured by sales KPI's, professionalism, efficiency, and the ability to consistently exceed client expectations.

Primary Responsibilities

Customer Support

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Address and resolve customer issues, offering effective solutions and alternatives.
• Assist clients with inquiries related to additional genetic testing, parentage letters, and quality reports, ensuring clear and accurate information is provided.
• Maintain and update comprehensive product knowledge to support accurate responses and effective solutions.

Sales and Lead Support

• Follow up on leads and sales opportunities, guiding prospects through the sales process.
• Assist in converting leads into completed sales by addressing client concerns and delivering exceptional service.
• Support the accurate and timely processing of customer orders, ensuring smooth fulfillment and delivery.

Customer Relationship Management

• Build and maintain positive relationships with customers by understanding and addressing their needs.
• Conduct follow-ups to ensure customer satisfaction and identify opportunities to enhance service.
• Provide educational Zoom calls to clients, offering guidance on services and addressing specific needs.

Clinic and Professional Partner Engagement

• Professionally engage with fertility clinics and professional partners to strengthen relationships and provide tailored support.
• Serve as a key liaison between the company and external stakeholders to promote collaboration and ensure mutual success.
• Act as a resource for clinics and professionals, providing information, updates, and assistance as needed.

Documentation and Reporting

• Maintain detailed and accurate records of customer interactions and transactions.
• Prepare reports on service activities, identifying trends to support process improvements.

Process Improvement and Insights

• Offer insights on streamlining processes to enhance customer interactions and improve efficiency.
• Collaborate with internal teams to implement improvements for a better client experience.

International and Cultural Considerations

• Stay informed about international regulations and cultural considerations to provide tailored and compliant customer service.
• Adapt communication and service strategies to meet diverse client expectations and global standards.

Collaboration

• Work closely with other team members and departments to address customer needs efficiently.
• Participate in training sessions and team meetings to stay informed about products, services, and policies.

Additional Responsibilities

• Contribute to the development and refinement of customer service procedures.
• Participate in special projects and initiatives aimed at improving service delivery and client satisfaction.
• Stay informed about industry trends to enhance overall service quality.

Qualifications

• Education: Associate’s or Bachelor’s degree required.
• Experience: Previous experience in the fertility industry is helpful but not required.
• Skills:
• Strong written and verbal communication skills.
• Ability to work in a fast-paced, dynamic environment.
• Excellent problem-solving skills with a customer-focused approach.
• Proficiency in CRM software and standard office tools preferred.

Work Expectations

• Position Type: Full-time; schedule may vary to meet client needs.
• Flexibility: Availability to work additional hours, including weekends, as required.
• Professional Growth: Commitment to ongoing learning and professional development.

This position is an exciting opportunity to combine exceptional customer service, strategic insights, and a global perspective, driving both personal and company success. If you thrive in a collaborative, fast-paced environment and are passionate about exceeding customer expectations while engaging professional partners and clinics effectively, we encourage you to apply.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)