Customer Success Representative

Tempus; Illinois; On-site; USD 48,000 - 55,000; Full time

Job summary

Tempus, based in Illinois, seeks a customer-focused specialist to support sample and document requests, troubleshoot order issues, and coordinate shipping.

Collaborate with Sales, Lab, and Customer Success to ensure quick, high-quality service, build trust with lab staff, and communicate clearly by phone and email.

Strong organizational skills and attention to detail are essential as you balance multiple tasks and identify solutions for diverse customer needs.

Qualifications

• 4 year college degree in Biological Sciences or similar, preferred.
• Exceptional customer service skills and strong interpersonal skills.
• Ability to communicate effectively with patients by telephone and email.
• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy.
• Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.
• General office equipment and software knowledge and computer proficiency.

Responsibilities

• Communicate directly with partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving.
• Work cross-functionally with Customer Success, Sales, Lab to meet/exceed goals related to customer retention and turnaround time.
• Build and maintain effective relationships with laboratory employees, sales reps, and internal stakeholders.
• Use proactive problem-solving to create and offer solutions to customers of varying complexity.
• Maintain frequent contact with sales and other externally-facing teams to align customer engagement efforts and provide updates to CS, Sales, and Ops.
• Respond to inquiries by phone, email, and in person quickly and professionally.
• Identify and assess customer needs to achieve satisfaction.

Skills

Customer service

Interpersonal skills

Effective communication (phone & email

Fast problem solving

Organization & attention to detail

Team collaboration

Learning new skills

Office software proficiency

Education

Bachelors in Biological Sciences or similar

Job description

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus’ proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

• Communicate directly with various members of partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving.
• Work cross-functionally (e.g., Customer Success, Sales, Lab) to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time.
• Build and maintain effective relationships which create a high level of trust with laboratory employees, sales representatives, and internal stakeholders.
• Use proactive problem-solving skills to create and offer solutions to customers of varying complexity.
• Maintain frequent contact with sales and other externally-facing teams to ensure customer engagement efforts are aligned and provide relevant updates to internal teams in CS, Sales, CommOps, etc.
• Respond to inquiries by phone, email, and in person quickly and professionally.
• Identify and assess customer needs to achieve satisfaction.

Qualifications:

• 4 year college degree in Biological Sciences or similar, preferred.
• Exceptional customer service skills and strong interpersonal skills.
• Ability to communicate effectively with patients by telephone and email.
• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy.
• Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.
• Proven ability to learn new skills quickly and adapt to new processes smoothly.
• General office equipment and software knowledge and computer proficiency.

Illinois Pay Range

: $48,000-$55,000

The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California, Colorado, New York). Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.