Customer Support Specialist

About Exocel Bio:

Join Exocel Bio, a leader in regenerative aesthetics, merging advanced biotechnology with the art of beauty. We specialize in exosome research, focusing on skin and hair rejuvenation, aiming to harness the body's natural regenerative capabilities.

Job Summary:

We're seeking a proactive Customer Service Specialist to develop and maintain strong relationships with our MedSpa and Dermatology clients. You'll provide top-notch support, ensuring customer satisfaction and assisting our sales team.

Your responsibilities as Customer Service Representative:

1. Build Customer Relationships:  Establish relationships with key customers and their stakeholders by partnering with the executive and sales teams.  Understand the customers practice needs and develop strategies to enable them to position ExoCel Bio products in the most advantageous manner (marketing materials, competitive detailing, pricing, patient acquisition, etc.)
2. Manage Customer Inquiries/Contacts: Address customer inquiries through various channels including phone, email, and social media. Provide accurate, valid, and complete information using the right methods/tools.
3. Order Management: Oversee customer order management, including tracking, updates, and issue resolution. Ensure all orders are processed accurately and delivered on schedule.
4. Problem Solving: Handle customer complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure resolution.
5. Record Keeping: Maintain detailed records of customer interactions, process customer accounts, and file documents. Follow communication procedures, guidelines, and policies.
6. Collaboration and Communication: Collaborate with internal teams, including logistics, sales teams, and other functions as required, to ensure a seamless customer experience.
7. Social Media Mining: Use Instagram and other social media platforms to mine for leads and manage as cont
8. Feedback and Improvement: Engage customers for their feedback on services and treatments. Provide feedback on the efficiency of the customer service process and make suggestions for improvement.
9. Medical Product/Procedure Knowledge: Develop a deep understanding of the medspa procedures, products, and services to accurately address customer inquiries and concerns.
10. Sales Support: Upsell products and services when appropriate or refer opportunities to sales team members

Requirements:

- High school diploma or equivalent; further education is a plus. 

- Experience in customer service, with strong telephone etiquette. 

- Proficient in data entry, CRM systems, and Microsoft Office Suite. 

- Excellent communication skills, multitasking ability, and adaptability to different personalities. 

- Flexible work hours, with a mix of office and remote work.

What We Offer:

- A dynamic work environment with hands-on training. 

- Exposure to innovative science and technologies. 

- $60K annual salary plus potential bonus. 

- Comprehensive benefits package, including health insurance.

Apply Now:

If you're eager to learn, are adaptable, and are customer-focused, join us in this exciting journey at Exocel Bio. Apply today to become part of a team that values innovation and customer satisfaction!

EEO Disclaimer

Exocel Bio is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected characteristic protected by federal, state, or local laws. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment requirements, or otherwise participating in the employee selection process, please direct your inquiries to the HR Department by calling the Exocel Bio main line at 858.255.4499.

Applicants have rights under Federal Employment Laws:

• EEO is the law poster: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Employee Polygraph Protection Act poster : https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

Other Disclaimers

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. It is subject to change at any time.

This job description does not constitute an implied or express contract for employment and does not guarantee employment.  Employment is at-will.

We are not able to sponsor visas. Exocel Bio is not an E-Verify employer and therefore cannot employ OPT individuals.

Exocel Bio does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company or to this posting without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific.