Customer Service Coordinator - Remote

August 17

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GRAIL

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Cancer Detection • Cancer Biology • Clinical Trials • Computer Science • Machine Learning

501 - 1000

Description

• Handle incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g. phone, email, chat, fax, etc.) • Provide accurate information and expertly guide people to achieve their task or goal • Address customer issues, troubleshoot, and follow-through to ensure full resolution • Perform assigned daily tasks that support customer satisfaction. Be present and on-time. • Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices • Use Salesforce.com and other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the future • Document interactions during scheduled working hours • Stay informed and knowledgeable about GRAIL products, services, processes, and procedures, and use that knowledge to address customer needs • Provide accurate information and guidance to customers based on their needs • Meet performance metrics and service level agreements (SLAs) • Strive to achieve high levels of customer satisfaction and ease of doing business with GRAIL • Collaborate with colleagues to share knowledge and solutions that help everyone be their best • Participate in team meetings and training sessions, and complete all required training on time • Escalate complex problems to senior team members or supervisors • Be flexible in-role, performing tasks and assisting colleagues within Customer Service as needed • Clearly and effectively communicate with customers and colleagues • Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions • Embody GRAIL values and communicate with others in accordance with these standards • Report customer and employee feedback to help improve products, services, and processes

Requirements

• High school diploma or equivalent, with 1-2 years of applicable customer service experience Or, Associate's or Bachelor's degree (BS/BA) with no prior experience required • Ability to type at least 60 words per minute with minimum 98% accuracy • Strong computer, internet, and software operation skills • Excellent communication and interpersonal skills • Strong attention to detail and willingness to ask questions to get to the right solution • High degree of accountability and follow-through on assigned tasks and commitments • Coachability and aptitude to accept and apply constructive feedback in a professional manner • Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth • Ability to thrive working independently as well as within a highly-collaborative team environment • Proficiency in MacOS • Hands-on usage of Salesforce.com customer relationship management (CRM) software • Hands-on usage of other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, Slack, etc. • Track record of working efficiently and responsibly in a remote work environment • Experience in customer service call center • Past work in a fast-paced, high-growth company • Bilingual proficiency- Spanish • Occasional travel (e.g. quarterly) may be required