Customer Service Representative

Tempus AI is focused on precision medicine and advancing the healthcare industry through technology. They are seeking a Customer Service Representative to manage communication with partner labs, coordinate orders, and ensure customer satisfaction through effective relationship building and problem-solving.

Responsibilities:

• Communicate directly with various members of partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving
• Work cross-functionally (e.g., Customer Success, Sales, Lab) to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
• Build and maintain effective relationships which create a high level of trust with laboratory employees, sales representatives, and internal stakeholders
• Use proactive problem-solving skills to create and offer solutions to customers of varying complexity
• Maintain frequent contact with sales and other externally-facing teams to ensure customer engagement efforts are aligned and provide relevant updates to internal teams in CS, Sales, CommOps, etc
• Respond to inquiries by phone, email, and in person quickly and professionally
• Identify and assess customer needs to achieve satisfaction

Requirements:

• Exceptional customer service skills and strong interpersonal skills
• Ability to communicate effectively with patients by telephone and email
• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy
• Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks
• Proven ability to learn new skills quickly and adapt to new processes smoothly
• General office equipment and software knowledge and computer proficiency
• 4 year college degree in Biological Sciences or similar