We are seeking to add a Client Services Specialist to our dynamic and rapidly expanding Client Services team. This position can be remote. This individual will be on the front-lines responding to a variety of clinician and patient inquiries from how to place an order to billing questions to fulfillment questions about existing orders. The individual will be expected to work cross-functionally across many departments (sales, operations, billing, engineering, and lab teams) in order to serve client needs.
What you will do:
Be well-versed in all Invitae processes and policies in order to respond clearly to customer inquiries over phone or email
Facilitate clients during the entire sample to report process from coordinating mobile phlebotomy draws for patients to updating clients about status of orders to ensuring test results are sent in a timely manner
Work closely with sales team to ensure utmost client satisfaction with the entire Invitae experience
Adopt a mindset of continuous process improvements that will enhance client satisfaction
Who you are:
Can support PST hours
2+ years experience working in a client-facing role in a work setting that is “customer obsessed”. Preference for industry experience in biotech, life sciences, and/or health care
Exceptional oral and written communication skills
Excellent organizational and multi-tasking capabilities
High level of customer empathy
Enjoys problem-solving in a dynamic and rapidly changing environment
Bilingual a plus
Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce
At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.