Client Services Associate II

Role Overview

• CSA is responsible for assisting with training new hires, keeping up with training checklists and auditing new hire work, as needed.
• CSA may be expected to manage a higher case load and/or complex territory based on business needs.
• Answer and assist with common issues/ inquiries and escalate to the CS leadership team if needed.
• 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

• Competitive salary
• Professional development opportunities
• Flexible work arrangements