Customer Relations Specialist

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 Relations Specialist (CRS) provides a vital link between Exact Sciences customers, the external Exact Sciences sales force, and the internal commercial operations group.  The CRS will often be the first point of contact for all external parties who communicate with Exact Sciences directly via phone, email, regular mail, or other means. There is likely to be a wide variety of questions and comments that come in through these channels from a diverse group; including, but not limited to, healthcare professionals, cancer patients and their family members, media representatives, insurance company claims managers, and many others.  The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable perceptions of the Company.

It is imperative that the CRS possess exemplary customer service skills, be able to work independently, and function effectively as a member of the Exact Sciences team.  The CRS will need to understand not only the technical aspects of the services that Exact Sciences offers, but must also possess the ability to communicate professionally and effectively with all individuals; including, but not limited to, external customers and other internal personnel.

Schedule: Monday - Friday, 5:30am - 2:00pm Pacific Time.

Essential Duties

Include, but are not limited to, the following:

• Answer in-coming calls from the customer service 800 hotline during business hours and reply to phone messages left overnight when the phones are not staffed.
• Document all calls into CRM according to customer service policy and procedures.
• Provide assistance and information on all aspects of product knowledge, sample accessioning processes, and clinical information in accordance with official standard operating procedures (SOPs) for customer service. 
• Appropriately triage and direct callers to medical affairs, patient advocacy, regulatory, public relations, as needed.  
• Respond to inquiries posted through our company website and document each inquiry appropriately in CRM.
• Forward calls to designated personnel with responsibility for official communication with external parties and log these calls into the system, set realistic expectations with callers regarding the timing of an official reply, and ensure the calls are received by the correct person in a timely manner.
• Appropriately field calls for reimbursement and billing and direct them to the billing vendor for follow up and resolution.
• Provide inside sales support to the field sales staff, as needed.
• Provide outside field staff with timely communication on their accounts, practices, and orders.
• Provide new physician outreach calls to all new accounts and ordering physicians regarding Oncotype Dx and our products.
• Maintain a productive operational relationship with the IT department for the operation of CRM system for CRS activities.
• Communicate initial and ongoing CRS needs to the IT group for modification of the CRM system on behalf of the CRS team.
• Support the sample accessioning staff with sample intake and accessioning in accordance with the SOPs.
• Perform daily quality control checks on all sample accessioning requisitions prior to report generation and work closely with the laboratory teams to ensure the highest level of quality is achieved in the handling of patient samples and requisitions.
• Participate in sales administration/operations activities; including, but not limited to, the shipment of promotional materials and other items to sales representatives, manage materials inventories, develop and produce sales reports, and develop items for inclusion in the sales force reference guide.
• Build on existing customer base and provide the highest level of customer service and support.
• Ability to handle technically complex material and articulate technical concepts.
• Ability to exercise initiative and handle queries directly or escalate queries to higher authority.
• Highly effective in working with others, as well as when working independently.
• Highly effective at overcoming obstacles with the ability to be tenacious and resilient.
• Highly effective at the assimilation of large bodies of complex scientific material.
• Ability to multi-task and use strong to attention to detail.
• Flexibility to cross-train i