Supervisor, Client Services

Guardant Health

21h • Hybrid

About The Position

The Client Services Supervisor is responsible for providing exceptional support to Guardant Health customers, the Guardant Health Clinical Laboratory, and Sales Representatives. The Client Services Supervisor must possess the ability to communicate professionally and effectively with all individuals, including external customers and internal Guardant Health personnel.

Requirements

• High school diploma, or its equivalent required plus experience.
• Minimum of 2 years Customer Service experience, preferably in the Health Care industry.
• Ability to work as part of a team comprised of internal employees, contractors and managers.
• Ability to multitask and take on various projects.
• Ability to work with self-discipline, good judgment and independence in a dynamic office and/or remote setting.
• Excellent written, verbal communication skills are required, as is computer proficiency.
• Solid experience using Salesforce.com and Microsoft Office.
• Flexibility with respect to working hours based on operational need.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Supervise the Client Services Associates (CSAs), Senior CSAs, and Lead CSAs.
• Ability to perform the duties of all preceding Client Services job descriptions.
• Approve employee timecards and PTO requests.
• Ensure all CSA responsibilities and daily activities are being performed in accordance with expected turn-around times in order to meet daily business needs.
• Train existing and new CSAs on processes and policies.
• Perform competency assessments.
• Create and manage NCRs and DARs as needed.
• Adhere to Standard Operating Procedures (SOPs) pertaining to Client Services requirements.
• Work with internal departments and external partners to ensure client satisfaction.
• Suggest process improvements and collaborate with Leadership on testing new or enhanced software programs.
• Other administrative duties as needed.

Benefits

• The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED