About the position
The Customer Service Coordinator (CS) serves as the primary point of contact when a customer interacts with GRAIL via phone, email, and chat. In addition to being responsible for receiving inbound communications from customers within GRAIL's virtual contact center environment, the CSR demonstrates a firm understanding of the importance of exceptional service in the realm of cancer care. This position requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask, flexibility regarding tasks and schedule, and the ability to work independently as well as within a highly collaborative team environment. It also requires kindness, empathy, respect for others, and a positive attitude. The CSC is committed to personal and professional growth, meeting the needs of the customer and company, and making a meaningful difference in a caller's day and within the healthcare landscape as a whole. This is a hybrid role and requires you to be onsite 2 days a week in Menlo Park, CA.
Responsibilities
- Respond to inbound communication within GRAIL's virtual contact center environment.
- Demonstrate ownership of each customer interaction, seeing all cases through to completion.
- Accurately document all interactions with customers in GRAIL's customer relationship management (CRM) software.
- Enter and qualify customer and patient information into GRAIL's laboratory information management system (LIMS).
- Interact effectively with GRAIL's call center software.
- Demonstrate a working knowledge of laboratory operations and a willingness to contribute to laboratory processes.
- Document interactions clearly, concisely, and thoroughly, ensuring proper task completion during scheduled working hours.
- Maintain the highest level of courtesy and hospitality under all conditions.
- Embody GRAIL values and communicate with others in accordance with these standards.
- Remain composed in conflict situations and escalate issues when appropriate.
- Demonstrate thorough knowledge of GRAIL products and procedures.
- Communicate effectively with coworkers and non-laboratory personnel.
- Identify process improvement opportunities and report them to customer service management.
- Adhere to Standard Operating Procedures (SOPs) related to customer service.
- Comply with GRAIL policies regarding Bloodborne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance.
- Abide by CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.
Requirements
- A bachelor's degree or an equivalent combination of education and experience.
- A minimum of 1 year of customer service experience in a laboratory or closely related field.
- An additional 3 years of experience in any other customer-facing field is preferred.
- Strong communication skills with coworkers, managers, and customers.
- Strong organizational skills and meticulous attention to detail.
- Ability to accept, integrate, and apply constructive feedback professionally.
- Ability to prioritize tasks and drive results with a high emphasis on quality.
- Ability to work as part of a team in a highly collaborative environment.
- Proficiency in computer, internet, and software operations.
- Ability to communicate consistently, clearly, and honestly.
Benefits
- Flexible time-off
- 401k with a company match
- Medical, dental, vision plans
- Mindfulness offerings
- Annual bonus plan tied to company and individual performance
- Long-term incentive plan
