Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators)
Collaborate with internal partners effectively (Sales, Product, Lab, Billing and Operations)
Effectively manage orders through the review reports and/or dashboards
Provide support case resolution for assigned orders with accuracy and attention to detail
Understand and utilize information from pathology reports and other relevant clinical documents to support the order process
Maintain consistent documentation every day and follow standard operating procedures (SOPs)
Balance workload while meeting responsiveness and resolution benchmarks
Identify and communicate opportunities for workflow or experience improvements
Approach every interaction with empathy, patience, and a genuine focus on the customer experience
Communicate clearly and respectfully, both in writing and verbally
Actively listen and tailor responses to different customer profiles and needs
Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution
Embrace change and remain resilient in a dynamic startup environment
Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment
Conflict resolution oriented and highly effective at overcoming obstacles
Seek constructive feedback and apply learning to improve performance

Bachelor degree required
2 year minimum of customer service experience within healthcare or a clinical reference laboratory
3 years minimum experience working in a collaborative environment
Previous sales support experience preferred
Understanding of clinical data and ability to convey sales and marketing messages
Thorough knowledge of customer service practices and sales principles
Strong problem-solving, communication, and organizational skills
Experience with Salesforce, Slack and Zendesk preferred

Customer Success Representative I, East Coast Shift

Key skills