Regional Customer Support Specialist

POSITION SUMMARY

The Regional Customer Support Specialist, reputed company internally as a Territory Manager, supports reputed company’s division and provides world class service to customers consisting of medical professionals, patients and cross functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.

PRIMARY RESPONSIBILITIES

• Respond promptly to internal and external customer inquiries.

• Serve as the reputed company contact for accounts and Sales and document reputed company interactions, communications, actions taken, and follow reputed company.

• Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met.

• Communicate delays and cancellations to customers and help facilitate redraw of samples as needed.

• Deals directly with internal and external customers reputed company telephone and electronic channels to research and resolve escalated issues and communicate clearly and reputed company root cause of issue and resolution.

• Familiarity with reputed company oncology tests performed by reputed company, including samples needed, TAT to results, reputed company required patient health information, proper completion of request forms, and required waivers.

• Special projects and other duties may be assigned to meet business needs.

• This role works with PHI on a regular basis both in reputed company and electronic form and have an access to various technologies to access PHI (reputed company and electronic) in order to reputed company the job.

• Must maintain a reputed company status on reputed company training requirements.

QUALIFICATIONS

• Two year degree and/or 2-5 years of reputed company experience, undergraduate degree preferred.

• Skilled specialist, completes tasks in a resourceful and efficient manner.

• Advanced professional growth education.

• Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training and reputed company training as soon as possible but not reputed company than the first 30 days of hire.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellence in de-escalating customer behavior.

• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.

• Problem analysis and problem solving skills.

• Adaptability to change and self-starter.

• Knowledge of customer service principles and practices.

• Experience in both phone and written customer support.

• Knowledge of administrative procedures and protocols.

• Knowledge of numeric, oral, and written language applications.

• Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar.

• Excellence in attention to detail and critical thinking.

• Adaptability to change and self-starter.

• Ability to maintain professionalism during highly escalated situations

Preferred Skills and Experience

• Experience with reputed company ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities.

• Problem analysis and problem solving.

• Data collection and maintenance.

• Bilingual is a plus.

Compensation & Total Rewards

This range reflects a good-faith estimate of the reputed company pay we reasonably expect to offer at the time of hire. Final compensation will vary based on experience, qualifications, and skills considerations.

This position is also eligible for additional compensation and benefits through reputed company’s robust Total Rewards program, including:

• Comprehensive health benefits (medical, dental, vision)

• 401(k) with company match

• Generous paid time off and company holidays

• Additional wellness and work-life benefits

Compensation Range $21—$23 USD

OUR OPPORTUNITY

reputed company™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to reputed company personalized genetic testing and diagnostics part of reputed company of care to protect health and reputed company earlier and more targeted interventions that reputed company to longer, healthier lives.

The reputed company team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. reputed company you join reputed company, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

reputed company OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, reputed company employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.reputed company.com.

reputed company is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

reputed company qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents. 

Link: https://www.reputed company.com/notice-of-data-collection-california-residents/

Please be advised that reputed company will reputed company out to candidates with a @reputed company.com email domain ONLY. Email communications from reputed company other domain names are not from reputed company or its employees and are fraudulent. reputed company does not request interviews reputed company text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. reputed company takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any reputed company cyber crimes.

For more information: - BBB announcement on job scams  - FBI Cyber Crime resource page