Jobs and Careers

Customer Service Coordinator V (Inbound- call center environment) #4845

United Statesfull_timeVerifiedPosted 15 Jun 2026

💰 $94,000/yr($78,000/yr – $94,000/yr)

About the role

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 V (Inbound) provides expert-level administrative and operational support within the customer service function, coordinating complex service requests and acting as a senior resource for the team. This role applies extensive procedural knowledge to resolve escalated issues and ensure consistent, high-quality service delivery. The position supports the implementation of new service processes, assists with training activities, and contributes to improvements that enhance accuracy, efficiency, and customer satisfaction within established guidelines.

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 60%, or 24 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 60% requirement for the site.

** Internal employees will be considered for the role regardless of location**

Responsibilities:

Coordinates and resolves the most complex or specialized customer service requests, ensuring all transactions are completed accurately and in compliance with company standards.

Serves as a senior resource and team lead within the customer service team, providing procedural guidance, training support, and assistance to less experienced coordinators.

Reviews escalated cases, identifies root causes, and recommends process adjustments or clarifications to improve service consistency and reduce recurring issues.

Collaborates with cross-functional departments such as Sales, Operations, and Finance to facilitate accurate and timely resolution of customer concerns.

Assists in updating operating procedures, service tools, and documentation to reflect current practices and enhance workflow efficiency.

Monitors service performance and reports trends or potential areas of improvement to supervisors or management.

Conducts quality assurance reviews and coaching for reps, identifying trends and process improvement opportunities.

Supports departmental projects related to system updates, process refinements, or quality initiatives.

Maintains detailed and accurate customer records while meeting defined service, quality, and productivity metrics.

Adaptability and Growth Expectation

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.

This may include:

Taking on additional responsibilities.

Participating in cross functional projects and initiatives.

Adapting to new technologies, processes, or methodologies.

Supporting other departments or teams during periods of high demand.

Contributing to special projects or temporary assignments as needed.

These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

Required Qualifications:

High school diploma or equivalent required; Bachelor’s degree strongly preferred.

5+ years of relevant customer service experience, or a combination of education and experience or 3 years of the candidate possessing direct GRAIL experience.

Demonstrate