Client Services Associate I

BillionToOne•Union City, CA

8h•$65,141•Onsite

About The Position

Ready to redefine what's possible in molecular diagnostics? Join a team of brilliant, passionate innovators determined to transform healthcare. At BillionToOne, we've built a category-defining, publicly traded company on Nasdaq where transparency fuels trust, collaboration drives breakthroughs, and every contribution moves the needle on our mission to make life-changing diagnostics accessible to all. We don't just aim for incremental improvements; we build products that are 10x better than anything that exists today. With over 700 employees, half a million patients helped, and one of the most successful IPOs in medical diagnostics history behind us, we're just getting started. Our scientists, engineers, sales executives, and visionaries are united by an unwavering commitment to changing the standard of care in prenatal and cancer diagnostics. This is where cutting-edge science meets human compassion, and every innovation you contribute helps remove the fear of the unknown from some of life's most critical medical moments. If you're driven by purpose, energized by innovation, and ready to help shape the future of precision medicine at scale, this is where you belong. We are looking for a Client Services Associate I, Prenatal (Women's Health) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization. The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated. The Client Services Associate I is a full-time onsite position and reports to the Client Services Manager. Working hours are Monday - Friday, 8:00 AM to 5:00 PM PT.

Requirements

1+ years of prior client-facing experience.
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.

Nice To Haves

Proficiency or fluency in Spanish to effectively assist our diverse customer base and ensure a seamless patient and client experience.
Customer service experience in diagnostic laboratory setting.

Responsibilities

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.

Benefits

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)
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)
At BillionToOne, we are proud to offer a combination of (1) competitive base pay, (2) generous equity options offering, (3) corporate bonus program, on top of (4) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).
For this position, we offer a total compensation package of $65,141 per year, including a base pay of $28.47 per hour.