Customer Service Coordinator; Inbound

The Customer Service Coordinator (CSC) serves as the primary point of contact when a customer interacts with GRAIL via phone, email, and chat. In addition to being responsible for receiving inbound communications from customers within GRAIL’s virtual contact center environment, the CSC demonstrates a firm understanding of the importance of exceptional service within the realm of cancer care.

The CSC is committed to personal and professional change and growth, meeting the needs of the customer and the company, and making a true difference in a caller’s day and within the healthcare landscape as a whole.

This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL’s office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 40% requirement for the site.

• Respond to inbound communications within GRAIL’s virtual contact center environment.
• 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 and patient information into GRAIL’s laboratory information management system (LIMS).
• Interact effectively with GRAIL’s call center software.
• Demonstrate a working knowledge of laboratory operations and a willingness to contribute to laboratory processes.
• 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 thorough knowledge of GRAIL products and procedures.
• Communicate effectively with coworkers and non-laboratory personnel.
• Identify process improvement opportunities and report them to customer service management.
• 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.
• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

• A Bachelor’s Degree or an equivalent combination of education and experience.
• A minimum of one year of customer service experience in a call center or related environment.
• Strong customer service and communication skills

• Strong communication skills with coworkers, 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.

• Ability to travel as required as needed
• Hours and days may vary depending on operational needs.
• Standing or sitting for long periods of time may be necessary.
• Some lifting (up to 25 pounds) may be necessary.

The expected, full-time, hourly scale for this position is $20/hr-$25/hr actual pay will consider skills, experience, and location.

This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon…