Customer Service Coordinator (Inbound) #4535

Responsibilities:

• Respond to inbound communications 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 in a clear concise and thorough manner and ensure proper completion of tasks 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) pertaining 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.
• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

Required Qualifications:

• A Bachelor’s Degree or an equivalent combination of education and experience.
• A minimum of one year of customer service experience in a call center or related environment.
• Strong customer service and communication skills

Preferred Qualifications:

• Strong communication skills with coworkers managers and customers.
• Strong organizational skills and meticulous attention to detail.
• Ability to accept integrate and apply constructive feedback in a professional manner.
• Ability to prioritize tasks and drive results with a high emphasis on quality.
• Ability to work as part of a team within a highly collaborative environment.
• Strong computer internet and software operation skills.
• Ability to proactively communicate consistently clearly and honestly.

PHYSICAL DEMANDS / WORKING ENVIRONMENT

• Ability to travel as required as needed
• Hours and days may vary depending on operational needs.
• Standing or sitting for long periods of time may be necessary.
• Some lifting (up to 25 pounds) may be necessary.

What We Do

GRAIL is a healthcare company whose mission is to detect cancer early when it can be cured. GRAIL is using the power of high-intensity sequencing population-scale clinical studies and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology and to develop and commercialize pioneering products.

Why Work With Us

Everything we do is guided by our mission to detect cancer early when it can be cured. It’s the reason we’re here and it’s no small task. The right people make all the difference. That’s why we’re looking for those who strive to share their knowledge contribute their skills inspire each other and commit to something bigger than themselves.

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