Customer Service Coordinator #4450

GRAIL; United States; Hybrid; USD 43,000 - 53,000; Full time

Benefits offered by this job

Flexible time-off

401(k) with company match

Medical, dental, and vision insurance

Job summary

A healthcare technology company is seeking a Customer Service Coordinator to be the primary point of contact for customer interactions. Based in Durham, NC, this role offers a flexible work arrangement with a focus on delivering exceptional service in cancer care. Candidates should possess a Bachelor’s Degree and at least one year of customer service experience. Responsibilities include handling inbound communications and documenting interactions, ensuring high-quality service standards. Competitive pay and benefits are offered.

Qualifications

• At least one year of customer service experience.
• Strong communication skills with coworkers and customers.
• Ability to work in a fast-paced environment.

Responsibilities

• Respond to inbound communications within the contact center.
• Document all customer interactions accurately.
• Identify process improvement opportunities.

Skills

Customer service skills

Communication skills

Organizational skills

Education

Bachelor’s Degree or equivalent

Tools

CRM software

Call center software

Job description

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.

This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. The 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.

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 elevate 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.

Required Qualifications

• A Bachelor’s Degree or an equivalent combination of education and experience.
• A minimum of one year of customer service experience.
• 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.

Physical Demands / Working Environment

• Ability to travel as required as needed – approximately 85%, and overnight stays.
• Hours and days may vary depending on operational needs.
• Standing or sitting for long periods may be necessary.
• Some lifting (up to 25 pounds) may be necessary.

The expected, full‑time, annual base pay scale for this position is $43K–$53K. Actual base pay will consider skills, experience, and location.

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long‑term incentive plan to align company and colleague success over time. In addition, GRAIL offers a competitive benefit package, including flexible time‑off, a 401(k) with a company % match, medical, dental, and vision insurance plans, and carefully selected mindfulness offerings, in accordance with our applicable plans and policies.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. It is GRAIL policy to provide equal employment opportunities without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital status, protected veteran status, disability status, medical condition, or any other class or characteristic protected by applicable federal, state, and local laws. This policy applies to all phases of employment, including, but not limited to: recruiting, hiring, training, promotion, and termination at all levels of employment. GRAIL maintains a drug‑free workplace.

Additionally, GRAIL will consider all qualified job‑seekers with criminal histories in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] if you require an accommodation to apply for an open position.

For more information about equal employment opportunity protections, please view the ‘Know Your Rights’ poster.

We welcome job‑seekers from all backgrounds to join us!