CSA is responsible for assisting with training new hires, keeping up with training checklists and auditing new hire work, as needed.
CSA may be expected to manage a higher case load and/or complex territory based on business needs.
Answer and assist with common issues/ inquiries and escalate to the CS leadership team if needed.
CSA is responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times.
Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency.
Work in a team environment and contribute to the department and company goals.
Keep precise and clear documentation of all email, fax, phone communications and follow-up activities.
Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements.
Enter and qualify new customer information into Salesforce.com and LIMS.
Contact physicians and other medical personnel to obtain missing information required to complete the order entry process.
Partner with the Clinical lab to ensure client information is correctly entered.
Send/re-send patient reports as requested by the customers.
Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members.
Assist with other administrative duties as assigned based on Company needs.
Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed.
Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms.
Achieve team and individual goals and monitor personal metrics.
Use problem solving skills to resolve customer complaints and escalated situations.
Demonstrate flexibility and adaptability in a fast-paced dynamic environment.

Requirements

4 year college degree in Biological Sciences or similar discipline is preferred
2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus
Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies
Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Mac environment
Ability to multitask, work with self-discipline, good judgment, and independence is necessary
Demonstrated ability to be an organized, detailed oriented problem solver and manage client facing escalated situations in a professional manner
Flexibility with respect to working hours based on client and company needs
Bilingual English/Spanish is an asset

Benefits

Competitive salary
Professional development opportunities
Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data entrydata verificationproblem solvingcustomer servicecase managementdocumentationmultitaskingorganizational skillscommunication skillsbilingual English/Spanish

Soft Skills

flexibilityadaptabilityteam collaborationself-disciplinegood judgmentindependenceattention to detailprofessionalismurgencyquick learning