Customer Success Advocate I - Oncology
About The Position
At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives. We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins. Position Summary A Customer Success Advocate (CSA) answers incoming customer phone calls and follows company policies to solve customer issues. The CSA will determine who else at Caris may help solve more complicated questions. The CSA provides the service necessary for customer needs to be met. As the first point of contact for many customers' questions or concerns, the CSA provides accurate and helpful information to ensure customer satisfaction.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
