Customer Service Coordinator, Inbound

GRAIL

Customer Service Coordinator serving as primary contact for customer interactions via phone, email, and chat. Responsible for ensuring exceptional service in cancer care within a hybrid work environment.

Posted 4/21/2026full-timeDurham • North Carolina • 🇺🇸 United StatesJunior💰 $43,000 - $53,000 per yearWebsite

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

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer relationship management (CRM)laboratory information management system (LIMS)documentationprocess improvement

Soft Skills

customer servicecommunicationownershipcourtesyhospitalitycomposureconflict resolution

Certifications

Bachelor’s DegreeCLIACAPHIPAA