Customer Service Coordinator (Inbound- Call… at GRAIL · Raleigh

Summary: GRAIL is a healthcare company focused on early cancer detection through innovative technologies. The Customer Service Coordinator will serve as the primary point of contact for customers, ensuring exceptional service and effective communication in a call center environment. Responsibilities: - 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Call Center Software, Customer Relationship Management (CRM) Software, Laboratory Information Management System (LIMS), Laboratory Operations, Standard Operating Procedures (SOPs) Compliance, CLIA Compliance, CAP Compliance, HIPAA Compliance Benefits: Flexible time-off or vacation, A 401(k) retirement plan with employer match, Medical, dental, and vision coverage, Carefully selected mindfulness programs