Customer Support Services

Position will be Tuesday - Saturday West Coast time. The Genetic Testing Customer Support Coordinator will provide support throughout the genetic testing process for clients, ensuring seamless communication, timely issue resolution between the laboratory, clients, and other involved parties. This role requires exceptional organizational skills, attention to detail, and the ability to communicate effectively with clients and internal teams.

Qualifications and Experience:

• Bachelor’s degree in a related field (biology, genetics, healthcare administration, etc.) or equivalent experience.
• Proven experience (at least 3-5 years) in a customer facing coordinator or support role, preferably in a healthcare, genetics, or laboratory setting.
• Strong organizational skills and attention to detail with the ability to manage multiple tasks simultaneously.
• Excellent communication skills (verbal and written) and the ability to interact professionally with clients and internal teams.
• Familiarity with genetic testing procedures and terminology (preferred).
• Proficiency in using Salesforce and other relevant tools for managing client interactions and data.

Duties and Responsibilities:

• Client Liaison: Serve as a primary point of contact for clients, including healthcare providers and hospital partners, offering guidance and support throughout the genetic testing process with a high level of professionalism and empathy.
• Customer Communication: Respond to client inquiries via phone and email with clarity, professionalism, and a customer-first mindset, ensuring timely and accurate information is provided to support their needs.
• Issue Resolution: Investigate and resolve client-reported issues with urgency and accuracy, escalating more complex problems to senior personnel or appropriate internal teams when necessary.
• Product Expertise: Maintain comprehensive knowledge of the company’s genetic testing products and services to provide accurate information and recommend appropriate solutions to client inquiries.
• Record Management: Accurately document all client interactions, testing requests, and case updates within internal systems (e.g., Salesforce) to ensure traceability and data integrity.
• Cross-Functional Collaboration: Partner with laboratory teams, commercial staff, and internal departments to facilitate smooth client experiences and address service challenges efficiently.
• Regulatory Compliance & Quality Assurance: Promptly identify and report customer complaints in accordance with regulatory requirements and collaborate with Quality Assurance and internal stakeholders to ensure timely resolution.
• Client Education: Communicate testing workflows, timelines, and result reporting procedures clearly to clients, supporting informed decision-making.
• Service Excellence: Consistently meet or exceed individual performance metrics and service level agreements (SLAs) as defined by the Client Services leadership team.
• Client Insights & Feedback: Collect and relay client feedback, identify patterns in service issues, and contribute to continuous improvement efforts.
• Other Duties: Perform additional responsibilities as assigned to support team operations and evolving business needs.