Remote Customer Experience Associate

Summary

Join our team as a Customer Experience Associate and work directly with internal and external customers, assisting across various customer support functions. This role requires strong communication skills, adaptability, and attention to detail.

Requirements

• High School degree or equivalent required
• Two or four year undergraduate degree or certification preferred
• At least 2 years prior customer service experience
• Multi-lingual skills are a strong plus

Responsibilities

• Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region
• Communicate test status per protocol to respective customers
• Resend and/or request the resending of issued test results
• Schedule requests for mobile phlebotomy
• Support and/or triage respective customer technical issues
• Triage and/or schedule clinical inquiries to/for Genetic Counseling staff
• Supports Sales team processing the following account requests
• Account Set Up and changes
• Placing kit/supply orders
• Processing orders for pre-filled requisitions
• Tracking orders
• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Direct or escalate requests and unresolvable issues as needed
• Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits