Client Services Specialist

Fairfax Cryobank, a division of the Genetics & IVF Institute, is seeking a full-time Client Services Specialist to join their Customer Service team. The role involves assisting the sales team, managing client communications, and ensuring customer satisfaction through effective service and support. Responsibilities Assisting the sales team with day-to-day operations and administrative tasks Must be able to handle many inbound and outbound calls to and from clients, listen to our clients’ needs and provide helpful solutions to their concerns Build sustainable relationships and trust with client accounts through open and interactive communication Must be able to de-escalate situations involving dissatisfied clients, offering patient assistance and support Meet personal/customer service team sales targets and call handling quotas Process semen, products, and internet orders Liaison between patients and physician clients Schedule client depositor and designated donor appointments Triage calls to management and accounts receivable Able to handle multiple office responsibilities simultaneously Responding to customer inquiries and providing accurate information about our products and services Identifying opportunities for upselling and cross-selling to existing customers Collaborating with the sales team to develop and implement upselling strategies Maintaining accurate records of customer interactions and sales activities Skills Proven experience in a sales support or customer service role Strong understanding of upsell techniques and strategies Excellent communication and interpersonal skills Ability to work independently and as part of a team Proficiency in using CRM software and other sales tools Proven experience working in a call center or customer-support role is a huge plus! Attendance and punctuality are extremely important for this job position. Candidates must maintain regular, consistent, and punctual attendance in accordance with their assigned work schedule Demonstrate strong phone and verbal communication skills along with active listening Must be able to multi-task, prioritize, and be detail oriented Must possess a high level of independent judgment and accuracy Fluency in other foreign languages is a plus! Must have working knowledge of Microsoft 365, Microsoft Outlook, and Teams Must have patience and compassion for clients trying to conceive Candidates must have a dedicated quiet work space free of distractions Strong preference for candidates who are located in DC, Maryland and Virginia Benefits Health, Dental and Vision insurance Flex Spending Account (FSA) and Health Savings Account (HSA) options Group term life insurance Short-term and long-term disability options 401K plan with employer match Paid parental leave Tuition reimbursement program Paid vacation and sick time Paid company holidays Job training and development opportunities Company Overview Fairfax Cryobank, is a source for donor sperm that provides fertility service and focuses on reproductive tissue service and storage. It was founded in 1986, and is headquartered in Fairfax, Virginia, USA, with a workforce of 201-500 employees. Its website is