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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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
Benefits
Comp & perks- flexible time-off or vacation
- a 401(k) retirement plan with employer match
- medical, dental, and vision coverage
- carefully selected mindfulness programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer relationship management (CRM)laboratory information management system (LIMS)documentationprocess improvement
Soft Skills
customer servicecommunicationownershipcourtesyhospitalitycomposureconflict resolution
Certifications
Bachelor’s DegreeCLIACAPHIPAA