Customer Service Rep I

Customer Service Representative I

We are seeking a Customer Service Representative I to join a leading biotech organization dedicated to supporting families through an exceptional customer experience. This role is ideal for individuals who enjoy helping customers, solving problems, and building strong relationships in a fast-paced, team-oriented environment.

As a Customer Service Representative, you will assist customers throughout their journey by providing timely support, answering questions, resolving issues, and ensuring accurate documentation. You'll also proactively reach out to customers to provide updates, follow up on requests, and help ensure a seamless experience.

Key Responsibilities

• Provide exceptional customer service via phone, email, and other communication channels.
• Handle both inbound customer inquiries and outbound follow-up calls.
• Build and maintain positive relationships with customers throughout their experience.
• Resolve customer concerns promptly and professionally, escalating issues when appropriate.
• Maintain accurate customer records and update information in the CRM system.
• Educate customers on products, services, and processes.
• Meet daily, weekly, and monthly productivity and quality goals.
• Follow company policies, standard operating procedures, and quality standards.
• Collaborate with internal teams to ensure timely issue resolution.
• Assist with training and continuous improvement initiatives as needed.

Qualifications

• 2+ years of customer service, customer success, call center, or related experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Comfortable handling both inbound and outbound customer interactions.
• Experience using CRM systems or customer databases.
• Strong organizational skills with great attention to detail.
• Ability to multitask and work in a fast-paced environment while meeting performance metrics.
• Previous experience in healthcare, biotech, or a regulated industry is a plus.
• Bachelor's degree preferred.

Ideal Candidate

We're looking for someone who:

• Enjoys helping people and delivering outstanding customer experiences.
• Is proactive, empathetic, and solution-oriented.
• Can build trust and maintain strong customer relationships.
• Thrives in a collaborative, goal-driven environment.
• Is eager to learn and grow within the biotech industry.

Schedule: Full-time, onsite in Hebron, KY.

PrideGlobal and its affiliates offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

PrideGlobal and its affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and its affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.