Customer Success Advocate I - Oncology

Caris Life Sciences is transforming cancer care and changing lives through precision medicine. The Customer Success Advocate will serve as the first point of contact for customers, providing accurate information and ensuring customer satisfaction while addressing inquiries and concerns.

Responsibilities:

• Meets all deliverables and goals set by department
• Meets all regulatory agency requirements as they pertain to job function
• Answers incoming customer phone calls and takes appropriate action for each call according to Caris SOPs
• Maintains customer satisfaction by maintaining a friendly, professional, and positive communication style
• Maintains current knowledge of Caris products and services
• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input or information from another Caris department. Escalates issues quickly and professionally
• Accurately records call details and takes action in the Caris LIS
• Builds strong customer relationships through client focus, professional demeanor, reliability and responsiveness
• Professionally communicates with various internal team members including laboratory operations, pathologists, clinicians and other integral departments, as needed, to facilitate customer needs
• Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data
• Assists as needed to perform other related duties and special projects as assigned by management