GRAIL
GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured.
Menlo Park, CA
Hybrid

Customer Service Representative I/II/III, Accounts Team (8:00am - 4:30pm Mon-Fri) REMOTE

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GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit www.grail.com.


The Accounts Customer Service Representative (CSR) serves as the primary operator to maintain current customer accounts and onboard new GRAIL customers. The CSR also serves as the primary contact for GRAIL’s growing commercial team when support is required. The CSR demonstrates a firm understanding of the importance of exceptional service within the realm of cancer care. 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. It also requires kindness, respect for others, empathy, and positivity. The CSR is committed to personal and professional change and growth, meeting the needs of the customer and company, and making a true difference in a caller’s day and within the healthcare landscape as a whole.

You will:

  • Respond to inbound communication from GRAIL’s commercial team
  • Initiate outbound communication with physicians and other medical personnel to expeditiously resolve issues related to the onboarding of their account.
  • Demonstrate ownership of each customer interaction, seeing all cases through to completion.
  • Accurately document all interactions with customers in GRAIL’s customer relationship management (CRM) software.
  • Enter and qualify customer information into GRAIL’s CRM system.
  • Interact effectively with GRAIL’s call center software.
  • Demonstrate a working knowledge of laboratory operations and a willingness to contribute to processes within the laboratory.
  • 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 and hospitality under all conditions.
  • Embody GRAIL values and communicate with others in accordance with these standards.
  • Remain composed in conflict situations and escalate issues when appropriate.
  • Demonstrate a thorough knowledge of GRAIL products and procedures.
  • Communicate effectively with coworkers and non-laboratory personnel.
  • Identify process improvement opportunities and report to laboratory management.
  • Adhere to Standard Operating Procedures (SOPs) pertaining to customer service and accessioning issue resolution.
  • Comply with GRAIL policies regarding Blood-borne 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.

Your background and qualifications will include:

  • A bachelor’s degree or an equivalent combination of education and experience.A minimum of 1 year customer service experience in the laboratory or in a closely-related field.An additional 3 years of experience in any other customer-facing field is preferred.
  • Strong communication with co-workers, managers and customers.
  • Strong organizational skills and meticulous attention to detail.
  • 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.
  • Strong computer, internet, and software operation skills.
  • Ability to proactively communicate consistently, clearly and honestly.
  • Preferred but not required:Salesforce experienceMacOS experience
  • Attlassian (Jira/Confluence) experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


GRAIL, Inc. and its affiliates and subsidiaries ("GRAIL") does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between GRAIL and Agency describing the services and specific job openings (“Agreement”). GRAIL may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contacts with any person within GRAIL is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any hiring managers of GRAIL with recruiting inquiries or resumes. Agencies interested in partnering with GRAIL may contact GRAIL's HR Department through our Customer Service team.

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What are GRAIL Perks + Benefits

GRAIL Benefits Overview

We’re committed to creating the best experience for everyone at GRAIL, ensuring that each member of our team has comprehensive benefits and resources to thrive at all stages of life, both at work and at home.

Culture
Volunteer in local community
We parter with Bay Area local partners such as Life Science Cares to help meet basic needs in the community.
Partners with nonprofits
GRAIL partners with The Honor Foundation to facilitate mock interviews to help military professionals transition to civilian life. Also oSTEM and The National Sales Network to identify diverse talent.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Unconscious bias training is included as part of our standard interview training. We also have a formal training on the topic of unconscious bias that is facilitated by the People Team.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
GRAIL proudly offers 4 employee resources groups led by team members in tandem with an executive sponsor. They include: ASERG, WERG, PRIDE, and BIPOCC.
Hiring practices that promote diversity
GRAIL's Talent team has partnered with a variety of non-profits, associations and job boards including WITI, oSTEM, THF, DiversityJobs and The National Sales Network to identify diverse talent.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Onsite gym
Professional Development Benefits
Job training & conferences
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications

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