Job Summary

All work must be done in PST zone - several shift times available!

Position Overview

The Customer Service Representative (Contract) provides a vital link between the internal lab and commercial operations group and external collaborating companies.

The CSR 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 to the Company through these channels from a diverse group.

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 CSR possess exemplary customer service skills, have a demonstrated ability to work independently, and function effectively as a member of the Exact Sciences team.

The CSR 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 external customers and other internal personnel.

Include, but are not limited to, the following :

• Support the GPS, or Genomic Prostate Score assay, in conjunction with external collaborating companies and entities.
• Respond to emailed order and sample related inquiries received from external collaborating companies and entities.
• These include but are not limited to : test status, urgent testing requests, order updates, requests for missing clinical information, cancellations, new account / contact creation requests, corrected and amended report requests, etc.
• Respond to inbound call inquiries from external collaborators pertaining to the above topics.
• Respond to inbound faxes from collaborators.
• Confirm order information, including patient, sample, and ordering logistics as needed.
• Troubleshoot orders with missing data or incomplete order information.
• Collaborate with internal lab operations teams, including histology, pathology, and clinical laboratory teams, to respond to internally initiated specimen and order requests.
• These include but are not limited to : additional material requests, requests for pathology reports, clinical discrepancies, specimen issues.
• Address emails received from customers regarding the product.
• Pull reports within Salesforce to ensure timely processing of specimens.
• Import and transfer data to a secure central database.
• Share reports with external collaborators at regular intervals.
1 day ago