Client Services Associate

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage
• Keep precise and clear documentation of all communications and follow-up activities
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results
• Contact physicians and other medical personnel to obtain missing information from test orders
• Enter and qualify new customer information into CRM and LIMS systems
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes
• Participate in cross-functional projects that extend beyond routine responsibilities to contribute to building a world-class Customer Service organization
• Represent the organization during intra-department meetings or All Hands meetings as needed

• 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus)
• 4-year college degree (or equivalent in experience)
• Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus
• Advanced organizational skills with the ability to handle multiple assignments simultaneously
• Ability to work in a very fast-paced, demanding environment
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
• Passion for creating a delightful experience for internal and external customers
• Ability to analyze complex situations independently and implement appropriate solutions

Proficiency or fluency in Spanish to effectively assist our diverse customer base and ensure a seamless patient and client experience

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands patients
• Multiple medical benefit options
• employee premiums paid 100% of select plans, dependents covered up to 80%
• Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%)
• Supplemental fertility benefits coverage
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware (laptop, lab equipment, facilities)
• Free daily on-site lunches provided from top eateries
• A variety of perks on campus (state of the art gym, restaurant)
• Free on-site EV charging (compatible with all EVs, including Tesla)
• Competitive base pay
• Generous equity options offering
• Corporate bonus program