Remote Customer Service Coordinator

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.

GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com.

GRAIL is seeking a five (5) Customer Service Coordinator for our Customer Services organization. As a Customer Service Coordinator (CSC), 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.

CSCs 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 CSCs 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 to include holidays.

Responsibilities:

• Customer Service Coordinators will:

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.

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

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 best
• 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

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
• Report customer and employee feedback to help improve products, services, and processes

Preferred Qualifications:

• Successful Applicants should have the following:

Required Education & Years of Experience:

• High school diploma or equivalent, with 1-2 years of applicable customer service experience Or, Associate’s or Bachelor’s degree (BS/BA) with 1 year experience required
• At least one year experience in Life science / biotech / lab /healthcare providing customer support is required.m

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- Spanish

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

The expected, full-time, annual base pay scale for this position is $ 41K-$48K Total Base Pay Range. Actual base pay will consider skills, experience, and location.

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.