Customer Service Coordinator (Inbound- Call Center Environment) #4536

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 the bay area of 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
The Customer Service Coordinator (CSC) serves as the primary point of contact when a customer interacts with GRAIL via phone, email, and chat. In addition to being responsible for receiving inbound communications from customers within GRAIL’s virtual contact center environment, the CSC demonstrates a firm understanding of the importance of exceptional service within the realm of cancer care.   The CSC is committed to personal and professional change and growth, meeting the needs of the customer and the company, and making a true difference in a caller’s day and within the healthcare landscape as a whole.   This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 40% requirement for the site.    

Responsibilities:

• Respond to inbound communications within GRAIL’s virtual contact center environment.
• Demonstrate ownership of each customer interaction, seeing all cases through to completion.
• Accurately document all interactions with customers in GRAIL’s customer relationship management (CRM) software.
• Enter and qualify customer and patient information into GRAIL’s laboratory information management system (LIMS).
• Interact effectively with GRAIL’s call center software.
• Demonstrate a working knowledge of laboratory operations and a willingness to contribute to laboratory processes.
• Document interactions in a clear, concise, and thorough manner, and ensure proper completion of tasks during scheduled working hours.
• Maintain the highest level of courtesy and hospitality under all conditions.
• Embody GRAIL values and communicate with others in accordance with these standards.
• Remain composed in conflict situations and escalate issues when appropriate.
• Demonstrate thorough knowledge of GRAIL products and procedures.
• Communicate effectively with coworkers and non-laboratory personnel.
• Identify process improvement opportunities and report them to customer service management.
• Adhere to Standard Operating Procedures (SOPs) pertaining to customer service.
• Comply with GRAIL policies regarding Bloodborne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance.
• Abide by CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.
• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

Required Qualifications:

• A Bachelor’s Degree or an equivalent combination of education and experience.
• A minimum of one year of customer service experience in a call center or related environment.
• Strong customer service and communication skills

Preferred Qualifications:

• Strong communication skills with coworkers, managers, and customers.
• Strong organizational skills and meticulous attention to detail.
• Ability to accept, integrate, and apply constructive feedback in a professional manner.
• Ability to prioritize tasks and drive results with a high emphasis on quality.
• Ability to work as part of a team within a highly collaborative environment.
• Strong computer, internet, and software operation skills.
• Ability to proactively communicate consistently, clearly, and honestly.

PHYSICAL DEMANDS / WORKING ENVIRONMENT

• Ability to travel as required as needed