Job Description

About the Role :

The Client Services Associate (CSA) is responsible for providing exceptional support to clients and patients in their territory, work collaboratively with other Client Services Team members to achieve department goals and work cross functionally with commercial and lab operations partners to identify scalable solutions for Guardant Health.

The Client Services Associate must possess the ability to communicate professionally and effectively with all individuals, including external customers and internal Guardant Health personnel.

Essential Duties and Responsibilities :

CSA is responsible for receiving and responding to all types of communication : phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times

Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency

Work in a team environment and contribute to the department and company goals

Keep precise and clear documentation of all email, fax, phone communications and follow up activities

Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements

Enter and qualify new customer information into Salesforce.com and LIMS

Contact physicians and other medical personnel to obtain missing information required to complete the order entry process

Partner with the Clinical lab to ensure client information is correctly entered

Send / re-send patient reports as requested by the customers

Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members

Assist with other administrative duties as assigned based on Company needs

Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed

Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms

Achieve team and individual goals and monitor personal metrics

Use problem solving skills to resolve customer complaints and escalated situations

Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary.

Qualifications

4 year college degree in Biological Sciences or similar discipline is preferred

2 years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required

Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus

Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies

Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Mac environment

Ability to multitask, work with self-discipline, good judgment, and independence is necessary

Demonstrated ability to be an organized, detailed oriented problem solver and manage client facing escalated situations in a professional manner

Flexibility with respect to working hours based on client and company needs

The position is primarily remote but ability to travel to Guardant Health offices for trainings and meetings is required

Bilingual English / Spanish is an asset.

Additional Information

Hybrid Work Model : At Guardant Health, we have defined days for in-person / onsite collaboration and work-from-home days for individual-focused time.

All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays.

At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US hourly range for this full-time position is $18.41 to $29.42. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity.

The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the hourly range for this full-time position is $24.52 to $33.

12 . The range does not include benefits and, if applicable, overtime, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training.

If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk / office environment;

however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Last updated : 2024-05-09