Client Services Associate

Summary

Join BillionToOne, a next-generation molecular diagnostics company, as a Client Services Associate to provide exceptional service and support to customers. This pivotal role will act as the face of BillionToOne for customers and patients.

Requirements

• 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus)
• 4-year college degree (or equivalent in experience)
• Experience with CRM tool (Salesforce, Zendesk, etc) is a plus
• Advanced organizational skills with the ability to handle multiple assignments
• Ability to work in a very fast-paced, demanding environment
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
• Passion for creating a delightful experience for internal and external customers
• Forward-thinking ability to break down complex situations with little to no guidance
• Bilingual/Fluency in Spanish (preferred)

Responsibilities

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage
• Keep precise and clear documentation of all communications and follow-up activities
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results
• Contact physicians and other medical personnel to obtain missing information from test orders
• Enter and qualify new customer information into CRM and LIMS systems
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes
• Participate in projects that extend beyond your day-to-day to stretch to help build a world-class Client Service organization
• Represent the organization during intra-department meetings or All Hands meetings as needed

Benefits

• Working with a team of ‘rockstars’ who bring out the best in everyone
• An open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands of patients
• Free daily on-site lunches provided by top eateries
• Latest and greatest hardware (laptop, lab equipment, facilities)
• A variety of perks on campus (state-of-the-art gym, fully-stocked cafeteria)
• Free on-site EV charging (compatible with all EVs, including Tesla)