Client Services Associate (Southeast Region - EDT Hours)
About The Position
About the Role: The Client Services Associate (CSA) plays a crucial role in delivering exceptional support to clients and patients within their designated territory. Collaborating closely with the Client Services Team, they contribute to achieving departmental objectives and partner cross-functionally with commercial and laboratory operations to develop scalable solutions for Guardant Health. The ideal candidate excels in professional communication and fosters positive relationships with external customers and internal teams alike. This role will be working EDT Hours.
Requirements
- Bachelor’s degree or equivalent combination of education and experience preferred.
- 1-2+ years experience of client services within healthcare, pharmaceutical, diagnostic, biotech, or medical device sectors.
- Proven proficiency using Salesforce.com and Microsoft Office Suite.
- Excellent written and verbal communication skills.
- Strong computer skills, preferably in a Mac environment.
- Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
- Experience working effectively in a collaborative team environment.
- Flexibility regarding working hours based on operational needs.
Nice To Haves
- Bilingual in English and Spanish is a plus.
Responsibilities
- Serve as the primary point of contact, responding promptly and professionally to inquiries via phone, email, and web from physicians, laboratories, hospitals, sales representatives, and patients.
- Drive territory growth by resolving cases efficiently and with a sense of urgency, ensuring customer satisfaction.
- Maintain accurate, detailed documentation of all communications, follow-up activities, and case progress.
- Adhere to Standard Operating Procedures (SOPs) related to data entry, verification, and quality standards.
- Enter and qualify new customer information into Salesforce.com and Laboratory Information Management System (LIMS).
- Proactively communicate with healthcare professionals to gather necessary information for order processing.
- Collaborate with the Clinical Laboratory team to ensure accurate data entry and order fulfillment.
- Manage and resend patient reports as requested, ensuring timely delivery.
- Utilize Salesforce and other integrated platforms to communicate effectively with clients, patients, and internal teams.
- Contribute to team and individual performance by monitoring metrics and striving to meet or exceed goals.
- Apply problem-solving skills to address and resolve customer concerns or escalations professionally.
- Demonstrate flexibility and adaptability in a fast-paced environment.
- Assist with administrative tasks such as kit ordering and coordinating Offsite Phlebotomy Services when needed.
- Perform other duties as assigned to support operational needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
