Customer Support Specialist III

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Support Specialist III is a frontline problem-solver supporting Exact Sciences’ Sales teams, patients, and internal customers across the organization. This role is designed for individuals who aren’t afraid of tough conversations, know how to ask the right questions, and can connect quickly with patients to uncover barriers, overcome concerns, and drive timely resolution that supports appropriate testing and care.Working cross-functionally within the Customer Care Center, you will support specialty populations and help ensure patients remain informed, engaged, and supported throughout the testing process. This role requires a consultative, outcomes-focused mindset—using influence, persistence, and strong rapport-building skills to guide conversations toward solutions that reduce friction and improve the patient experience.This role also contribute to special initiatives aligned with commercial and access strategies, making this a role for professionals who are investigative, adaptable, and motivated by impact. If you thrive in ambiguity, enjoy solving complex problems, and take pride in seeing challenging situations through to resolution, this role offers the opportunity to make a meaningful impact in patients’ access to care and health outcomes.

Shift: Monday - Friday with start times range between 8:00am - 11:30am. 8 hour shifts.

Location: This role is full time onsite at our 1 Exact Lane location in Madison, WI.

Essential Duties

include but are not limited to the following:

• Answer incoming phone calls from Exact Sciences patients.
• Act as point of contact for specialty clients.
• Follow up on patient orders and provide support as needed.
• Onboarding support, as needed.
• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.
• Manage and resolve customer complaints; identify and escalate high priority issues to management.
• Work as a team to identify process improvements and document new procedures for growth.
• Provide support to National Accounts.
• Place outbound calls, as necessary.
• Respond to voicemail and email inquiries.
• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.
• Report to work on time and follow attendance guidelines and schedule adherence practices.
• Work cross-functionally to triage issues for appropriate resolution.
• Support the Clinical Study team for order entry, issue resolution, and process improvement.
• Support provider issues.
• Ability to accurately follow written and verbal instructions.
• Excellent problem-solving abilities. 
• Excellent verbal and written English communication skills.
• Strong organizational skills.
• Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.
• Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.
• Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher.  Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School Diploma or Gen