Client Services Associate II

Summary

Join Guardant Health as a Client Services Associate II and provide exceptional support to customers, the Clinical Laboratory, and Sales Representatives. You will perform the duties of a Client Services Associate, exceeding KPIs, supporting Quality Assurance and Training, mentoring colleagues, and troubleshooting issues. Responsibilities include escalating problems to leadership, participating in department tasks, and handling administrative duties. The position requires a high school diploma or equivalent plus experience, or a Bachelor’s degree, and 2+ years of customer service experience in a relevant setting. Excellent communication and computer skills, along with Salesforce.com and Microsoft Office proficiency, are essential. The role offers a hybrid work model with a defined schedule of in-office and remote work days.

Requirements

• High school diploma, or its equivalent required plus experience
• Ability to work as part of a team comprised of internal employees, contractors and managers
• Ability to multitask and take on various projects
• Ability to work with self-discipline, good judgment and independence in a dynamic office and/or remote setting
• Excellent written, verbal communication skills are required, as is computer proficiency
• Solid experience using Salesforce.com and Microsoft Office
• Flexibility with respect to working hours based on operational need

Responsibilities

• Perform duties of Client Services Associate
• Meet higher KPIs than a Client Services Associate
• Support Quality Assurance & Training as directed by Leadership
• Act as a mentor to the Client Services Associates
• Assist in troubleshooting and responding to or resolving questions from the Business Process Outsourcing (BPO) team and Client Services Associates
• Responsible for escalating issues or trends to Leadership
• Participate in and/or support department level tasks (expired kits, data cleanup, etc.), as assigned by Leadership
• Other tasks/administrative duties as needed

Preferred Qualifications

• Bachelor’s degree preferred
• 2+ years of experience working with customers in biotech, life science, diagnostic or healthcare setting is preferred

Benefits

Hybrid Work Model : At Guardant Health, we have defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays