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.
Responsibilities:
- 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.
- 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
- 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
- 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
- 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
Documentation:
Product Knowledge & Service Standards:
Team Collaboration:
Communication:
Preferred Qualifications:
- 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
- life science/biotech/lab/healthcare required
- Ability to type at least 60 words per minute with minimum 98% accuracy
- Strong computer, internet, and software operation skills
- 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
- 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
- Occasional travel (e.g. quarterly) may be required
- 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
Hard Skills Requirements:
Soft Skills Requirements:
Preferred Experience:
Travel Requirements:
Physical Demands & Working Environment:
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.
What We Do
GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is using the power of high-intensity sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop and commercialize pioneering products
Why Work With Us
Everything we do is guided by our mission to detect cancer early, when it can be cured. It’s the reason we’re here, and it’s no small task.
The right people make all the difference. That’s why we’re looking for those who strive to share their knowledge, contribute their skills, inspire each other and commit to something bigger than themselves.
Gallery
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/20190301-GRAIL-9111.jpg)
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/20190301-GRAIL-9284.jpg)
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/arlington-research-nFLmPAf9dVc-unsplash.jpg)
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/kaleidico-3V8xo5Gbusk-unsplash.jpg)
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/you-x-ventures-0K7GgiA8lVE-unsplash.jpg)
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/linkedin-sales-navigator--AXDunSs-n4-unsplash.jpg)
![Gallery](https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=crop,w=255,h=145/https://builtinsf.com/sites/www.builtinsf.com/files/2020-08/0879-holidayparty-191212.jpg)
GRAIL Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
GRAIL has a variety of work types depending on the roles. Some are onsite like a lab role, others are hybrid and still others are remote.