Client Services Associate

Role Overview

• 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

Requirements

• 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
• Bilingual English/Spanish is an asset

Tech Stack

• SFDC

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities