Job Details

Customer Service Associate

Grailbio

Category

Customer Service

Experience

-

Employee type

Full-time

Offer Salary

-

Job Description

GRAIL is seeking a Customer Service Associate for our Customer Services organization. As a Customer Service Associate (CSA), you will contribute to the success and growth of GRAIL by delivering exceptional service experiences. Responsibilities include interacting with and supporting customers through a variety of communication channels, expertly guiding people to successful outcomes, troubleshooting issues, completing tasks that address customer needs, and documenting interactions. This position requires attention to detail, excellent written and verbal communication skills, and flexibility regarding tasks and schedule. The ideal candidate is customer-centric, passionate about helping people, a fast and willing learner, and highly accountable for following through on commitments.

CSAs may be assigned to, and rotate amongst, multiple teams and work activities within the Customer Services organization. Cross-training and rotations provide a valuable career development opportunity, exposing CSAs to many teams at GRAIL and different aspects of BioTech, while also enabling the Customer Services team to nimbly flex to meet customer needs.

Location:
This is a full-time role.
Position can be remote US based or hybrid at Menlo Park, CA, or Durham, NC.
Shifts generally fall between 8:30am-5pm in the Pacific or Eastern time zones, but we do need flexibility due to work assignments and business needs.



Responsibilities:
  • Customer Interaction & Support:
  • Handle incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g. phone, email, chat, fax, etc.)
  • Provide accurate information and expertly guide people to achieve their task or goal
  • Address customer issues, troubleshoot, and follow-through to ensure full resolution
  • Perform assigned daily tasks that support customer satisfaction. Be present and on-time.
  • Specialize in one or two skill sets that can be performed with some autonomy

    • Documentation:
  • Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices
  • Use Salesforce.com and other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the future
  • Document interactions during scheduled working hours
  • Flag opportunities to make documentation practices more effective and efficient

    • Product Knowledge & Service Standards:
  • Stay informed and knowledgeable about GRAIL products, services, processes, and procedures, and use that knowledge to address customer needs
  • Provide accurate information and guidance to customers based on their needs
  • Meet performance metrics and service level agreements (SLAs)
  • Strive to achieve high levels of customer satisfaction and ease of doing business with GRAIL

    • Team Collaboration:
  • Collaborate with colleagues to share knowledge and solutions that help everyone be their bestf
  • Participate in team meetings and training sessions, and complete all required training on time
  • Escalate complex problems to senior team members or supervisors
  • Be flexible in-role, performing tasks and assisting colleagues within Customer Service as needed
  • Be constructive and solution-oriented when working with other departments at GRAIL

    • Communication:
  • Clearly and effectively communicate with customers and colleagues
  • Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions
  • Embody GRAIL values and communicate with others in accordance with these standards
  • Identify trending pain points and report customer and employee feedback to help improve products, services, and processes




    • Preferred Qualifications:

  • Required Education & Years of Experience:
  • High school diploma or equivalent, with 2-5 years of applicable customer service experience
  •  Or, Associate's or Bachelor's degree (BS/BA) with 1-2 years of applicable experience

    • Hard Skills Requirements:
  • Ability to type at least 60 words per minute with minimum 98% accuracy
  • Strong computer, internet, and software operation skills 

    • Soft Skills Requirements:
  • Excellent communication and interpersonal skills
  • Strong attention to detail and willingness to ask questions to get to the right solution
  • High degree of accountability and follow-through on assigned tasks and commitments
  • Coachability and aptitude to accept and apply constructive feedback in a professional manner 
  • Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth
  • Ability to thrive working independently as well as within a highly-collaborative team environment

    • Preferred Experience:
  • Proficiency in MacOS
  • Hands-on usage of Salesforce.com customer relationship management (CRM) software
  • Hands-on usage of other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, Slack, etc.
  • Track record of working efficiently and responsibly in a remote work environment
  • Experience in customer service call center
  • Past work in a fast-paced, high-growth company
  • Bilingual proficiency

    • Travel Requirements:
  • Occasional travel (e.g. quarterly) may be required

    • Physical Demands & Working Environment:
  • Physical demands associated with office work
  • Desk setup including multiple monitors, audio headset, and keyboard
  • Hours and days may vary depending on business and operational needs 

    • JIRA documentation CRM asana chat Troubleshooting macOS travel
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    Customer Service Associate

    Grailbio

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