SCHEDULE:  Tuesday - Saturday, traditional 7am - 4pm PST hours

Location: Remote, Anywhere in the United States

Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people. Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life. 

Our team is expanding rapidly and we’re looking for people who are passionate about helping improve healthcare to join us. 

We are seeking to add a Client Services Specialist Floater to support our dynamic International Team servicing all world wide regions such as Asia, Europe, Canada, and Latin America to name a few. This individual will be on the front-lines responding to a variety of inquiries from our International healthcare providers and patients.  Some tasks would include, but not limited to: educating clients on our policies and processes, how to place an order, coordinating shipping logistics and clearing customs, answering billing questions or collecting payment, and resolving any order processing or systems issues. The individual will be expected to work cross-functionally across many departments such as sales, billing, client relationship managers, and lab teams in order to best serve our clients. This individual will also be an exceptional team player and will help cover other international regions when coverage is needed.

What you will do:

  • Be well-versed in all Invitae products, processes and policies in order to respond clearly to customer inquiries over the phone or email
  • Help troubleshoot system issues and/or educate providers and patients on processes for online access
  • Facilitate clients during the entire sample to report process from coordinating mobile phlebotomy draws for patients to updating clients about the status of orders to ensuring test results are sent in a timely manner
  • Work closely with the sales team and client relationship management team to ensure utmost client satisfaction with the entire Invitae experience
  • Adopt a mindset of continuous process improvements that will enhance internal processes and client satisfaction
  • This position does require the ability to answer telephone calls throughout the work day
  • On a typical day, you can anticipate to work heavily through Salesforce on cases and doing phone and email outreach (60%), submitting Jira tickets for bugs and other lab inquiries such as turnaround time (5%), working closely with accessioning, data processing, CRM and sales teams to fix mistakes or issues that arise (15%), logged into phones (100%) (the volume of in-bound calls handled can usually equate to being on phones 1-3 hours per day give or take on the day or time of year), attend trainings and meetings (5%) and be able to manage workflow and communication through different applications and systems (15%), such as but not limited too: Slack, gmail, gchat, Jira, Salesforce. And on a monthly/weekly basis you can expect to complete competency and compliance quizzes to retain information and changes made to policies, processes and products offered
  • Expect that overtime will sometimes be needed in order to resolve an urgent and time sensitive issue or order, or to help maintain region demand and case volume

Who you are:

  • Self-starter - will be able to study systems and practice in order to be successful while on-boarding and can hit the ground running on their own quickly
  • Resourceful - someone who will be taking notes and remembering where to ask or where to look up information on their own 
  • Manages time wisely - someone that values theirs and other people’s time and can a their own workflow and find better ways of efficiency. Can also work with little to no supervision in order to get everything they need to get done and in a timely fashion
  • Collaborative - someone who is great at working within a team and collaborating on information, training and/or improvements to SOPs
  • Urgency - the most successful candidate will be confident, display a sense of urgency to get things done, know how to prioritize their work, have follow-through and remains calm but thrives under pressure when pressing issues arise
  • Customer Experience - will be able to provide a high level of customer empathy and service by phone or email, and will follow-through on promises made

Required Experience and Skills:

  • 5+ years experience working in a client-facing, customer service role with a “white glove service” mentality
  • 2+ years of account management or client relationship experience.  Preference on being able to run Salesforce reports and identify regional trends.
  • Located in the U.S. and can commit to working 9am-6pm PST, but is also flexible to cover earlier shifts when needed (such as eastern standard hours)
  • Open to cover weekend work, Saturdays and/or Sundays
  • Fluent in speaking, reading and writing in another language.  High preference for languages: Spanish, Portuguese, Hebrew, French, Turkish, Ukrainian  
  • Open to working some holidays, as needed to maintain region demand
  • Preference for experience in interacting with international clients, handling high call/email volume
  • Preference for experience in handling customs issues and international shipping
  • Preference for industry experience in healthcare, biotech, and/or life sciences
  • Exceptional oral and written communication skills
  • Excellent organizational and multitasking capabilities
  • Can problem-solve and exercise critical thinking in a dynamic and rapidly changing environment
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce Lightning
  • Must be able to travel 2-3 times per year for required CS Training

By joining Invitae, you’ll work alongside some of the world’s experts in genetics and healthcare at the forefront of genetic medicine. We’ve created a culture that empowers our teams and our teammates to have the biggest impact and to explore their interests and capabilities. We prize freedom with accountability and offer significant flexibility, along with excellent benefits and competitive compensation in a fast-growing organization. 

Join us. 

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.

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Invitae are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.