Senior Cryogenic Service Coordinator- Tucson, AZ

CooperVision

  • Tucson, AZ
  • $70,000-75,000 per year
  • Permanent
  • Full-time
  • 14 days ago
Job Category: SalesJob Description:About CooperSurgicalCooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values - dedicated, innovative, friendly, partners, and do the right thing - our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women's and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.Responsibilities:Scope: The Senior Cryogenic Services Coordinator is a key member of CSI's Commercial Inside Sales team, responsible for driving the successful conversion of inbound inquiries into sales opportunities across fertility preservation, cryogenic shipping, and storage services. This role plays a pivotal part in supporting both prospective and existing clients by delivering expert-level guidance and ensuring a seamless client experience.In addition to sales conversion, the Senior Coordinator will provide strategic oversight and support in managing client accounts, with a particular focus on the accurate and efficient administration of cryogenic storage billing account management. This position demands a strong emphasis on client relationship management, sales growth, and service excellence, ensuring that the evolving needs of clients in the cryogenic services sector are consistently met with professionalism and care.Job Summary: The Senior Cryogenic Services Coordinator plays a critical role within the Commercial Inside Sales Team, with primary responsibility for overseeing storage account management and cryogenic service and shipping leads. This position requires advanced communication skills and a client-centric approach to support both prospective and existing clients with fertility preservation, cryogenic shipping, and storage solutions. The individual in this role will engage directly with clients to assess their needs, articulate the value of CSI-supported services, and ensure a seamless and efficient sales process. For existing clients, this role will provide comprehensive account support, including assistance with records access, billing inquiries, inventory management, and account closure. A key aspect of this role involves managing complex and emotionally sensitive client interactions. The Senior Coordinator will be expected to handle escalated calls from upset or dissatisfied clients with professionalism and empathy, working to deescalate concerns and deliver timely, effective resolutions that reinforce trust in the CSI brand. As a senior team member, this role also provides leadership and guidance to Cryogenic Services Coordinators, offering support on standard workflows and assisting with client escalations. The Senior Coordinator will serve as a brand ambassador, upholding CSI's commitment to service excellence and fostering long-term client relationships.Essential Functions & Accountabilities: Lead Funnel Management
  • Proactively manage and optimize lead data within software systems, ensuring data accuracy and efficiency with minimal supervision
  • Strategically capture and record key lead information in software systems to support high-level sales initiatives
  • Analyze diverse lead profiles to develop and implement customized, targeted sales strategies for maximum conversion and growth
  • Identify emerging data trends and provide in-depth analysis to drive process improvements and enhance overall efficiency
  • Maintain regular communication with leadership, providing strategic insights into market trends and evolving client/customer needs to inform business decisions and drive success
Prospective Client Communication
  • Possess in-depth expertise in CSI's fertility preservation, transport services, and storage solutions, confidently addressing complex client inquiries regarding our services
  • Master and articulate the value proposition of CSI-supported Cryogenic Services, positioning the brand as the preferred choice in the industry
  • Lead communication efforts with prospective clients through strategic outbound calls, emails, SMS, and/or chat sessions to drive business development and customer engagement
  • Maintain a high level of proficiency and up-to-date knowledge on all procedural activities, ensuring exceptional follow-up and execution across all client interactions
  • Conduct regular reviews of recorded calls to identify opportunities for continuous improvement, best practices, and team development
  • Ensure the highest standards of client data security, safeguarding sensitive personal, financial, and medical information in compliance with privacy regulations.
Current Client Communication
  • Actively listen to clients' needs and engage with empathy and strategic insight, ensuring a deep understanding of their use of CSI cryogenic services and fostering long-term relationships
  • Provide expert guidance and address complex client inquiries regarding their status in the fertility preservation process, offering tailored solutions and support
  • Respond to advanced client inquiries regarding their storage accounts, including account status, payment details, invoice amounts, renewal periods, and inventory management, ensuring clear and efficient communication
  • Offer comprehensive assistance to clients regarding end-of-storage options, including CSI's transport services and the end-of-storage consent process, ensuring seamless transitions and client satisfaction at every stage
  • Manage escalated client interactions, including those involving dissatisfied or emotionally distressed individuals, by employing effective de-escalation techniques and working collaboratively to identify and implement appropriate solutions
  • Support client communications related to delinquent accounts, employing a proactive and solution-oriented approach to encourage resolution and restore accounts to good standing
Data Management
  • Ensure precise and efficient data entry into CRM and billing systems, supporting seamless downstream processes and decision-making
  • Aggregate and synthesize data from multiple sources for accurate and timely input into systems, enhancing overall data integrity
  • Maintain expert knowledge of all systems in use, proactively identifying and resolving issues related to data feeds and input discrepancies to ensure data accuracy and system reliability
Travel Requirements: Less than 5%Qualifications:Qualifications: Knowledge, Skills, and Abilities:
  • Expertise in using CRM software and billing systems, Microsoft Excel, MS Office, and other relevant tools, with advanced proficiency in leveraging these platforms for optimal performance and data management
  • Strong results-oriented mindset, consistently exceeding performance targets while maintaining a client-first approach, demonstrating empathy, and delivering solutions that exceed client expectations
  • Highly adaptable, capable of adjusting strategies and approaches to suit diverse client needs and situations, always focused on achieving the best possible outcome for the client
  • Advanced relationship management skills, with the ability to cultivate and nurture long-term, mutually beneficial relationships both within CSI and with key external clients
  • Exceptional attention to detail, proactively identifying and addressing data inconsistencies, ensuring accuracy and minimizing the risk of errors that could impact downstream processes
  • Advanced influencing and negotiation skills, effectively tailoring product and service benefits to meet the unique needs of prospective clients and drive successful outcomes
  • Outstanding verbal and written communication skills, with the ability to listen attentively, structure responses logically, and deliver clear, concise messaging that aligns with client needs
  • Clear, articulate, and professional phone manner, with the ability to represent CSI with credibility and confidence in all client interactions
  • Expert ability to interpret and synthesize data from multiple sources, ensuring precise and accurate entry into CRM/ERP systems for reliable reporting and analysis
  • Highly skilled in de-escalating upset clients by actively listening, addressing concerns, and providing thoughtful, mutually beneficial solutions that restore trust and satisfaction
  • Proven ability to work autonomously while also collaborating effectively within a team environment to drive organizational success
  • Demonstrated flexibility and capacity to juggle multiple tasks and priorities simultaneously, maintaining high levels of performance and client satisfaction across all responsibilities
  • Ability to follow standard operating procedures and protocols
Work Environment:
  • Monday through Friday, standard business hours, with flexibility for extended hours for work demand
  • Fast paced
  • Client Oriented
  • Robust sales pipeline
Experience:
  • 3+ years inside sales or customer service experience within a healthcare environment
  • Direct client interaction with patients seeking healthcare services
  • Microsoft Office ability with strong Excel skills
  • 3+ years cryogenic account management (highly preferred)
  • 3+ years in the fertility field (highly preferred)
Education:
  • Associate or bachelor's degree (preferred)
As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at to learn more about CooperSurgical and the benefits of becoming a member of our team.To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at talent.acquisition@coopersurgical.comFor U.S. locations that require disclosure of compensation, the starting base pay for this role is between $70,000 - $75,000. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.

CooperVision