Job Description

Join Our Team as a Customer Success Specialist at Donor Nexus!

About Us:

Donor Nexus is a leading egg and embryo donation agency, dedicated to helping families around the world achieve their dreams of parenthood. Since 2012, we've successfully matched hundreds of patients with egg donors and donor embryos, making high-quality fertility treatments accessible to all. We proudly support the right to access fertility treatment for all loving families, including traditional married couples, unmarried couples, same-sex couples, and individuals seeking single parenthood.

At Donor Nexus, we're more than just a team – we're a tight-knit family committed to providing exceptional service and support to our intended parents. We're looking for a passionate and driven individual to join us and help take our mission to the next level.

Your Impact:

We're seeking an ambitious and compassionate Customer Success Specialist to join our fast-paced, high-performance team. This is a unique opportunity for someone with previous sales and healthcare experience who excels at building relationships and providing outstanding support to clients.

In this role, you will:

• Be a Key Player in Sales Operations: Assist the sales team with day-to-day operations and administrative tasks, ensuring smooth and efficient processes.
• Provide Exceptional Client Support: Manage scheduling, patient communications, and general inquiries with timely responses and proactive guidance.
• Master Client Communication: Handle inbound and outbound calls, actively listen to client needs, and offer effective solutions to their concerns.
• Build Lasting Relationships: Foster strong, trust-based relationships with clients through open and interactive communication.
• Resolve Issues with Empathy: De-escalate situations involving dissatisfied clients, providing patient assistance and support.
• Drive Sales Success: Meet personal and team sales targets and call handling quotas.
• Serve as a Vital Liaison: Facilitate communication between patients and fertility clinics.
• Multitask Effectively: Manage multiple office responsibilities simultaneously.
• Educate and Inform: Respond to customer inquiries with accurate information about our services and programs.
• Identify Upselling Opportunities: Collaborate with the sales team to develop and implement upselling strategies.
• Maintain Accurate Records: Document customer interactions and sales activities meticulously.
• Handle Sensitive Patient Information: Ensure compliance with HIPAA regulations and company policies.

Our Needs:

• Bachelor's Degree or higher.
• Minimum of 3 years in sales support, care coordination or customer service experience.
• Strong understanding of upselling 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. 
• Strong phone and verbal communication skills with active listening.
• Ability to multitask, prioritize, and be detail-oriented.
• Working knowledge of Microsoft 365, Microsoft Outlook, Teams, and Slack.
• Understanding of reproductive health and/or fertility treatments

Job Type:

• Full-time, in-person (4 days a week/1 day remote) position located in Newport Beach, CA
• Salaried position with potential for commission.

Why Join Donor Nexus?

• Be part of a mission-driven organization that makes a real impact.
• Work in a supportive and collaborative team environment.
• Opportunity for growth and professional development.
• Competitive compensation and benefits package.

Ready to Make a Difference?

If you're a motivated and compassionate individual looking to contribute to a meaningful cause, we want to hear from you! Apply today to join our team at Donor Nexus and help us create families around the world.

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