Customer Experience Specialist - LifeNet Health

Customer Experience Specialist 

Location: Virginia Beach, Virginia (on-site) 

Department: Customer Experience 

Job Type: Full- time 

Shift: 11:15 a.m. - 8:00 p.m. (ET) varied, on call responsibility, essential personnel 

Clinical Classification: Non- clinical 

LifeNet Health is searching for talented individuals who will embrace our mission of saving lives, restoring health, and giving hope.  

LifeNet Health, headquartered in Virginia Beach, Virginia, is the largest nonprofit organ procurement organization (“OPO”) and tissue processor in the United States, as well as a leading innovator in tissue engineering and regenerative medicine. Our goal is to improve the quality of human life through the provision of organs, tissues, and cells for transplantation; to provide innovation in the fields of bio-implants, regenerative medicine and research; and, to serve the community with educational and support services that enhance the donation process.  LifeNet Health has over 1200 employees and has a growing global presence. 

How you will contribute to LifeNet Health’s success: 

The Customer Experience Specialist provides customer service and administrative support to LifeNet Health’s internal and external customers, partners, and other clients. Answers orders or product inquiries, general billing questions, procedures, policies, and available services. Serves as liaison between Marketing and Sales to LifeNet Health clients. Provides exemplary service support for all calls and orders received in Client Services. Receives and processes orders for allograft tissue. Provides professional and courteous customer service and technical support to clients and potential clients striving for the highest level of customer satisfaction and loyalty.  

What you’ll do: 

• Customer Interface: Receives and accurately processes all orders for allograft tissue including returns. Partners with other LifeNet Health departments including Finance and Distribution to ensure customer’s orders are processed and invoiced accordingly.  Handles and resolves concerns or situations effectively and documents customer complaints.
• Account Management: Provides customer support to all internal and external clients concerning accounts and orders. Rotates on- call responsibilities involving after-hours orders and customer services issues.

What you’ll bring (Minimum Requirements): 

• High School Diploma or GED
• Two (2) years of customer service experience in a call center, customer service department, or allied health organization

These would be nice too (Knowledge Skills and Abilities): 

• Proficiency in Microsoft Office: to include PowerPoint, Excel, Word, and Outlook.
• Communication skills: excellent verbal and written communication skills; ability to communicate and build relationships with all professionals at different levels within the organization.
• Attention to detail: the ability to perform tasks thoroughly and with care; check work to ensure a high degree of accuracy/completeness and early/on-time delivery.
• Time Management: Ability to prioritize multiple, competing priorities and manage time/ workload. Demonstrated ability to effectively prioritize and juggle multiple time sensitive projects, multi-task, identify project interdependencies and potential risks/ pitfalls.

Why work at LifeNet Health? 

We have a fierce drive for our mission of Saving Lives, Restoring Health, and Giving Hope. You will not find another company with a culture as strong as ours. 

• 403(b) and Profit-Sharing Plan
• Affordable medical, dental, and vision coverage
• Corporate sponsored events for employees
• Work-life balance with generous paid time off to include vacation time, sick time, and paid holidays
• Tuition reimbursement
• Personal career, skill, and leadership development opportunities
• Wellness Program (gym reimbursement, monthly wellness webinars, mental health toolkit, financial resources, and much more)
• Employee Assistance Program (EAP) for employees and members of their household
• Dedicated and passionate co-workers

The pay rate for the successful candidate will depend on geographic location and the candidate’s qualifications and prior relevant experience.  The pay range for this position is $16.50 hourly (entry- level qualifications) to $22.00 hourly (experienced in this role). * 

*Actual compensation may be higher based on the successful candidate's knowledge and relevant experience. 

This position is eligible for an annual bonus once eligibility criteria are met.   

All benefits are subject to eligibility requirements and LifeNet Health reserves the right to modify or change these benefits programs at any time, with or without notice, unless otherwise required by law.  Further, nothing in this posting is intended to alter the “at will” relationship of a successful candidate and this posting does not constitute a specific promise. 

We are proud to be an EEO/AA employer EOE/M/F/Disability/Vet. We maintain a drug-free workplace and perform pre-employment substance abuse testing.