Customer Success Advocate I - Oncology

Caris Life Sciences•Phoenix, AZ

About The Position

At Caris, we are dedicated to transforming cancer care and improving lives through precision medicine, leveraging cutting-edge molecular science and AI. Our mission extends beyond cancer, aiming to advance healthcare across multiple diseases with innovation, compassion, and purpose. We invite individuals passionate about meaningful work to join us in making a significant impact. The Customer Success Advocate (CSA) is responsible for answering incoming customer phone calls and resolving issues in accordance with company policies. The CSA will identify when more complex questions require input from other Caris departments. As the primary point of contact for many customer inquiries, the CSA ensures customer satisfaction by providing accurate and helpful information.

Requirements

High School diploma or equivalent required.
One to three years of experience in a customer support role where deductive reasoning is necessary and strong evidence of related service skill sets are required.
Knowledge of HIPAA provisions and importance of privacy of patient data.
Experience with both hands-on and phone based support of PC based hardware, Windows operating systems, and productivity software.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Meets all deliverables and goals set by department.
Meets all regulatory agency requirements as they pertain to job function.
Answers incoming customer phone calls and takes appropriate action for each call according to Caris SOPs.
Maintains customer satisfaction by maintaining a friendly, professional, and positive communication style.
Maintains current knowledge of Caris products and services.
Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input or information from another Caris department.
Escalates issues quickly and professionally.
Accurately records call details and takes action in the Caris LIS.
Builds strong customer relationships through client focus, professional demeanor, reliability and responsiveness.
Professionally communicates with various internal team members including laboratory operations, pathologists, clinicians and other integral departments, as needed, to facilitate customer needs.
Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data.
Assists as needed to perform other related duties and special projects as assigned by management.