Client Services Associate, BillionToOne

• The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated
• 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus)
• 4-year college degree (or equivalent in experience)
• Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus
• Advanced organizational skills with the ability to handle multiple assignments simultaneously
• Ability to work in a very fast-paced, demanding environment
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
• Passion for creating a delightful experience for internal and external customers
• Ability to analyze complex situations independently and implement appropriate solutions

Desirable

• We are looking for a Client Services Associate to provide exceptional service and support to BillionToOne's customers
• The Client Services Associate holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients
• The Client Services Associate is an onsite position, located in our brand new, state-of-the-art, 90,000 square foot facility in Union City, CA, and will report to our Client Services Manager
• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage
• Keep precise and clear documentation of all communications and follow-up activities
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results
• Contact physicians and other medical personnel to obtain missing information from test orders
• Enter and qualify new customer information into CRM and LIMS systems
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes
• Participate in cross-functional projects that extend beyond routine responsibilities to contribute to building a world-class Customer Service organization
• Represent the organization during intra-department meetings or All Hands meetings as needed
• Working hours are Monday - Friday, 8:00 AM to 5:00 PM PT