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 Supervisor, Customer Service is responsible for the supervision of customer service personnel and the overall daily operations of the Customer Service department including, but not limited to, accessioning issue resolution, customer onboarding, call center operations, customer relationship management (CRM) software ownership, call center quality metrics, customer experience within the call center, and management of associated documents and records.

The Supervisor, Customer Service oversees the pre- and post- analytical service activities, and will participate in these activities and troubleshoot customer, process, or system issues as needed. The Supervisor will also participate in the development and administration of policies and procedures, contribute to continuous process improvement to ensure consistent, high quality processes, exceptional customer experience, and best practices established within Laboratory Operations. The Supervisor will support or participate in internal and external audits and quality management activities to ensure laboratory compliance with the applicable quality standards and regulatory requirements. The high-complexity nature of the work requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask and be flexible with tasks and schedules, and the ability to work independently in a team environment.

The Supervisor, Customer Service must also act as a liaison between the service staff and the Manager, Customer Service, as well as other members of the Laboratory Management Team. As such, the Supervisor must exhibit leadership skills such as good judgment, sound analysis and decision making, the ability to remain professional and composed under pressure, effective interpersonal skills, and the ability to effectively communicate across departments.

The Supervisor, Customer Service will also be involved with scheduling, troubleshooting technical and non-technical problems, coaching and mentoring the laboratory staff, meeting project deliverables, and understanding and implementing laboratory goals. Given the wide variety of tasks involved in this position, the Supervisor must demonstrate the ability to analyze complex issues and make sound decisions in a timely manner, commitment to helping and motivating employees, the ability to respond to difficult issues quickly, fairly, and ethically, outstanding organizational skills, the ability to respond to change with flexibility and to adapt quickly to evolving circumstances, and excellent communication skills.

You will be responsible for:

• Performing and supervising regular Customer Service Representative duties 
• Streamlining customer service operations to assist the team with processing inbound and outbound communication and ensure efficient call flow and triage
• Following the laboratory's procedures for pre- and post-analytical customer support while participating in the continuous quality-improvement processes
• Adhering to the laboratory's quality control policies and work with the Manager, Customer Service on the laboratory’s quality control and quality assurance procedures, technical and non-technical troubleshooting and improvement procedures, and training and education programs
• Ensuring proper documentation of quality control activities and maintenance are performed
• Providing guidance and supervision for Customer Service Representatives to ensure accurate and efficient call handling and to ensure that related tasks are completed as required by their job description
• Interacting and communicating with laboratory and non-laboratory staff to maintain a streamlined workflowIdentifying problems that may adversely affect accurate and efficient communication handling and either correcting the problems or immediately notifying the Manager, Customer ServiceTracking client issues, documenting metrics, and communicating these findings to the appropriate stakeholders from necessary teams
• Write and review standard operating procedures
• Possess a working knowledge of local, state, and federal laboratory regulationsOutstanding professionalism, leadership, and communication skills 
• Ability to analyze and problem solve complex issues that impact test performanceStrong analysis and problem-solving skills
• Strong technical skills and job and industry knowledgeStrong project management abilitiesAbility to proactively communicate consistently, clearly, and honestly 
• Strong automation and computing skillsHigh volume laboratory experience preferredTraining in molecular biology techniques or study preferred

Your experience will include:

• Bachelor of Science, or an equivalent combination of training and experience 
• Working knowledge of local, state, and federal laboratory regulationsAt least three years of Laboratory Call Center Supervisory experience or equivalent
• Strong communicator with ability to maintain open communication with internal employees, managers and customers as needed
• Able to integrate and apply feedback in a professional manner 
• Able to prioritize and drive to results with a high emphasis on quality
•  Ability to work as part of a team 

Physical Demands/Working Environment

• Hours and days may vary depending on operational needs
• Standing or sitting for long periods of time may be necessary
• May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation 
• Working on nights, weekends, and holidays is required
• Some lifting (up to 25 pounds) may be necessary

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.