Client Services Specialist

Celularity, headquartered in Florham Park, N.J., is a biotechnology company leading the next evolution in cellular medicine with the development of off-the-shelf allogeneic cellular therapies derived from the postpartum human placenta. Celularity’s innovative approach harnesses the unique therapeutic potential of cells derived from the postpartum placenta.  Celularity offers expecting parents the ability to collect and store their baby’s placental and cord blood stem cells through Lifebank.  Lifebank leverages Celularity’s unique and proprietary technologies to offer parents the most comprehensive stem cell banking possible.

Educate parents regarding the benefits of placental and cord blood stem cell banking. Understand their needs and demonstrate why Lifebank is the right option for them.  Work collaboratively in a small call center environment handling all aspects of the client’s experience.  Core responsibilities include sales and customer service comprising of, but not limited to:

• Receive and make outbound calls through our call center telephone and online chat systems. Educate expecting parents about cord blood banking and Lifebank with the goal of enrolling them as a client.  Provide exceptional customer service.
• Become an expert on Lifebank features and benefits and how Lifebank benefits clients versus competition. Educate expecting parents and persuade them to enroll with Lifebank.
• Assist existing clients in areas such as account review, document requests, billing and invoices, and uses of cord blood stem cells.
• Provide new prospects and returning clients with the benefits of Lifebank and maintain a strong sale/close ratio.
• Assist clients with completion of documents. Perform post-document submission review and conduct required follow up.
• Enter notes, updates and medical history follow up using Good Documentation Practices (GDP) in our internal database management system. Document all inbound and outbound calls, account updates, client requests, document updates and lead follow up in our database management system.
• Support team to cover call center hours. Paid after office hours and holiday on-call coverage on  a rotating schedule for client emergency calls, enrollments, and lab assistance.
• This role can be hybrid working 1 - 2 days remote/week

• Possess 1-3 years of successful sales experience, preferably using Sales Force
• Exceptional client advocacy, negotiation, relationship building, and interpersonal skills
• Strong computer skills and high-level proficiency
• Ability to multi-task and thrive in a fast-paced environment
• Excellent written and oral communication skills
• Background in Biology is a plus
• Bilingual is a plus