Join our dynamic team in our mission to enhance lives through active listening, innovative solutions, and crafting unparalleled customer journeys.

As a Customer Service Coordinator (CSC), working specifically within the Accounts Team, at GRAIL you will serve as the primary operator to enter new provider information into GRAIL’s customer relationship management (CRM) software, Salesforce, during provider onboarding. In addition to basic data entry, this position is responsible for executing backend customer onboarding steps to ensure new customers have all required materials, education, and system access. This position works closely with Customer Service Representatives and the Sales Team.

Customer Service Coordinator’s (CSCs) are required to communicate with various teams to ensure customers are configured as expected for both internal and external stakeholders. This position requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask, flexibility regarding tasks and schedule, and the ability to work independently as well as within a highly-collaborative team environment.

Please Note:

This position can be remote US based or hybrid at Menlo Park, CA.

Shift: 8:30am - 5pm PST, but we'll need flexibility due to work assignments

Responsibilities

• Perform routine tasks under general supervision in support of functional teams
• Carry out work in accordance with existing processes and procedures with some discretion
• Use experience to execute existing processes with little support
• Evaluate and select solutions from established operating procedures
• Apply company policies and procedures to complete assigned tasks
• Understand owned objectives and how they contribute to company needs
• Make decisions that impact the accuracy of the team’s work
• Facilitate collaboration and resolve issues between teams
• Remain flexible in-role and assist other teams within Customer Service when appropriate
• Receive and execute updated procedures and instructions
• Possess attention to detail when handling sensitive data and able to clarify when needed
• Enter new provider information into GRAIL’s CRM including basic account and contact details 
• Verify new providers to ensure they meet GRAIL’s requirements to order testing 
• Understand how an account integrates across GRAIL's systems and be able to synchronize the data accordingly 
• Accurately enter sensitive information with a focus on precision and timeliness 
• Provide user access to external facing systems and provide minor technical support 
• Configure users and their preferences within GRAIL's provider portal 
• Facilitate the initial correspondence and ordering of supplies 
• Accurately document changes within Salesforce for audit and tracking purposes 
• Identify process inefficiencies, and recommend where processes can be improved 
• Identify trending pain points, and help develop standard procedure for avoiding and mitigating such issues
• Demonstrate a working knowledge of laboratory operations and a willingness to contribute to processes within the company
• Document interactions in a clear, concise, and thorough manner, and ensure proper completion of tasks during scheduled working hours 
• Maintain the highest level of courtesy under all conditions 
• Embody GRAIL values and communicate with others in accordance with these standards 
• Demonstrate a thorough knowledge of GRAIL products and procedures 
• Communicate effectively across the organization 
• Remain flexible in role and assist other teams within Customer Service when appropriate 
• Adhere to Standard Operating Procedures (SOPs) pertaining to customer service 
• Comply with GRAIL policies regarding Bloodborne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance
• Abide by CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines as required

Preferred Qualifications

• High School Diploma or equivalent
• 1-2 years of applicable call center and contact center experience
• Ability to type at least 60 words per minute (WPN) with minimum 98% accuracy required
• Strong computer, internet, and software operation skills required
• Previous experience using Salesforce
• Jira/Confluence experience preferred
• Proficiency in MacOS
• Experience using Google Workspace
• Ability to accept, integrate, and apply constructive feedback in a professional manner 
• Ability to prioritize tasks and drive results with a high emphasis on quality 
• Ability to work as part of a team within a highly collaborative environment 
• Ability to proactively communicate consistently, clearly and honestly 
• Ability to work efficiently and responsibly in a remote work environment

The expected, full-time, annual base pay scale for this position is $41,000 to $48,000. Actual base pay will consider skills, experience, and location.