Exact Sciences

Customer Support Specialist II

Exact Sciences

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $46,250 - $78,750 per year

Job Level

Mid-LevelSenior

About the role

  • Provide customer service to providers and inside sales team for Exact Sciences
  • Work cross-functionally with all teams within the Customer Care Center and support Clinical Study team for order entry and issue resolution
  • Answer incoming phone calls, place outbound calls, and respond to voicemail and email inquiries
  • Investigate and resolve issues for the sales field, providers, or other internal customers
  • Manage and resolve customer complaints and escalate high priority issues to management
  • Identify process improvements and document new procedures
  • Maintain knowledge of changes to sales policies, organizational structure, territory assignments, and sales strategy communications
  • Report to work on time and follow attendance and schedule adherence practices
  • Work as a team to triage issues for appropriate resolution and support special initiatives aligned with sales strategies
  • Participate in training, role play activities, asynchronous learning modules, and assessments to demonstrate proficiency
  • Shifts: 6:00am-2:30pm, 7:00am-3:30pm, 8:30pm-5:00pm

Requirements

  • High School Diploma or General Education Degree (GED)
  • 3+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry
  • 3+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience
  • Must be 18 years of age or older
  • Authorization to work in the United States without sponsorship
  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation
  • Excellent verbal and written English communication skills
  • Ability to accurately follow written and verbal instructions
  • Excellent problem-solving abilities
  • Strong organizational skills
  • Ability to communicate effectively and professionally with all levels of staff with attention to grammar and spelling
  • Positive interpersonal skills and ability to build strong working relationships
  • Ability to work in a team environment and adapt to changing workload
  • Disciplined, self-motivated, and reliable
  • Ability to work on a computer and phone simultaneously and use a telephone through a headset
  • Support and comply with the company’s Quality Management System policies and procedures
  • Preferred: Associate degree in business administration or related field
  • Preferred: Knowledge of contact center technology
  • Preferred: Strong attention to detail and focus on quality output
  • Preferred: Demonstrated knowledge of customer service principles and practices