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Customer Success Specialist
CooperCompaniesCustomer Success Specialist supporting the Fertility Customer Success Team in qualifying intended parents and managing relationships with Refund Plans.
About the role
Key responsibilities & impact- Supports the Customer Success Team and qualifies intended parents for premium plans
- Acts as a liaison between the Refund Plans Team and Family Building Consultants
- Communicates with Intended Parents regarding service levels and updates on plans
- Troubleshoots complex processes and performs gap assessments
- Participates in weekly medical reviews and manages a large caseload of applicants
- Educates clients about Refund Plans and optimizes conversions
- Maintains client files and adheres to confidentiality
Requirements
What you’ll need- Minimum of 5 years’ experience in Fertility Customer Service, patient care, or clinical administration
- Proven track record executing lead conversion to approval through diligent client management services
- Previous IVF clinical experience is a plus
- Bachelor's degree in Business Administration, Marketing, or a related field
Benefits
Comp & perks- outstanding total compensation plan
- great compensation package
- medical coverage
- 401(k)
- parental leave
- fertility benefits
- paid time off for vacation, personal, sick and holidays
- multiple other perks and benefits
ATS Keywords
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Soft Skills
communicationclient managementtroubleshootinggap assessmenteducationliaisonconfidentiality