Client Services Representative

This position is responsible for providing customer service to internal and external customers, by identifying the customer’s needs and meeting those needs in relation to products and services.

• Provide customer service by responding to all calls/requests for service, answering product and service questions, and following up on inquiries from customers.
• Resolve product or service problems by listening, verifying customer’s complaint, and identifying a solution or referring to management as needed.
• Take orders from internal and external agencies via phone.
• Using various computerized systems to enter, process and track customer orders, complaints, and patient information.
• Prepare various reports.
• Maintain accurate documentation of orders and files.
• Release NYBC donor testing results to initiate product labeling process.
• Manage all test results for internal and external customers.
• Review and inputs information from donor forms.
• Ensure appropriate follow-up by contacting necessary staff and relaying that information to customers.
• Perform sample check -in, creates invoices for customers and resolves inaccuracies in billing.
• Perform confirmatory test result entries into BECS.
• Process and confirm donors for HLA / Granulocyte specialty product request.
• Import SAHH (Self Administer Health History) donor data into computer system.
• Investigate, report and resolve unlinked SAHH donations and laptop failures. Open Service Now Tickets relating to SAHH issues.
• Coordinate Product Hold Retrieval (PHR) with NYBC affiliates and customers.
• Box and ship NYBC sample boxes/labels to testing customers.
• Report ABORH discrepancies.
• Generate Transportation delivery/pick up request.

High School Diploma or equivalent; One year of experience as a customer service representative in a call center environment is preferred.

Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.