Customer Service Coordinator; Inbound- call center environment

Customer Service Coordinator II

The Customer Service Coordinator II provides direct support to internal and external stakeholders by handling a wider range of inquiries and service requests. This role builds on foundational knowledge to independently resolve moderately complex issues, ensuring high levels of customer satisfaction while supporting continuous improvement in service delivery.

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.

Our current flexible work arrangement policy requires that a minimum of 60%, or 24 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 60% requirement for the site.

Responsibilities:

• Respond to internal and external stakeholder calls, emails, and chat inquiries, providing accurate information on products, services, policies, and procedures in GRAIL's customer relationship management (CRM) software.
• Independently resolve routine to moderately complex issues, using judgment within established guidelines.
• Process internal and external requests such as account creation, order changes, account updates, and troubleshooting steps.
• Document and track customer interactions in service systems to maintain accurate records.
• Escalate complex or high-impact issues to senior coordinators or supervisors, ensuring smooth handoff.
• Provide feedback on recurring issues or customer pain points to improve processes and customer experience.
• Meet or exceed service performance metrics including response times, quality scores, and customer satisfaction ratings.

Adaptability and Growth Expectation

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.

• Taking on additional responsibilities.
• Participating in cross functional projects and initiatives.
• Adapting to new technologies, processes, or methodologies.
• Supporting other departments or teams during periods of high demand.
• Contributing to special projects or temporary assignments as needed.

Required Qualifications:

• High school diploma or equivalent.
• A minimum of 1 year of customer service experience in a call center or related environment.
• Strong customer service and communication skills.

Preferred Qualifications:

• Bachelor's Degree or an equivalent combination of education and experience.
• Strong interpersonal and communication skills with the ability to handle customer concerns calmly and effectively.
• Proficiency in using customer service software, ticketing systems, and common office applications.
• Problem-solving ability to assess customer needs and identify solutions within established procedures.
• Strong organizational skills and attention to detail.
• Ability to work both independently and collaboratively in a team environment.
• Office or call center environment with frequent use of computer, headset, and telephone.
• May require flexible scheduling, including evenings or weekends, depending on business needs.
• Frequent interaction with customers, requiring patience, empathy, and professionalism.
• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
• Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
• Protected health information (e.g. HIPAA, GDPR)

Physical Demands / Working Environment

• 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 hire; the actual compensation offered may vary depending on factors such as the candidate's qualifications.

Employees in this role are also eligible for GRAIL's comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive,…