Remote Client Services Specialist (Territory Focus)

Guardant Health, Inc.; Northern (KY); Hybrid; USD 32,000 - 43,000; Full time

Job summary

Guardant Health is seeking a Client Services Associate to deliver exceptional support to clients and patients in a primarily remote role. You will collaborate with the Client Services Team and cross-functionally with commercial and laboratory operations to develop scalable solutions and ensure accurate data entry in Salesforce.com and LIMS.

The ideal candidate has a 4-year degree in Biological Sciences or similar and 2+ years of customer-facing experience in healthcare, pharma, or diagnostics,

Qualifications

• 4 year college degree in Biological Sciences or similar discipline is preferred.
• 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required.
• Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus.
• Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies.
• Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Mac environment.
• Ability to multitask, work with self-discipline, good judgment, and independence is necessary.
• Demonstrated ability to be an organized, detailed oriented problem solver and manage client facing escalated situations in a professional manner.
• Flexibility with respect to working hours based on client and company needs.
• The position is primarily remote but ability to travel to Guardant Health offices for trainings and meetings is required.
• Bilingual English/Spanish is an asset.
• Client Services positions are considered business-critical and require flexibility and availability to work during U.S. Company-observed holidays, including the Company’s annual holiday shutdown period, based on client and operational needs.

Responsibilities

• Assist with training new hires and auditing new hire work.
• Manage higher case loads and/or complex territory based on business needs.
• Answer inquiries and escalate to CS leadership when needed.
• Receive and respond to phone, email, and web inquiries from physicians, laboratories, hospitals, sales reps and patients.
• Resolve cases quickly to contribute to territory volume growth.
• Work in a team environment to support department and company goals.
• Maintain precise documentation of all communications and follow-up activities.
• Enter and qualify new customer information into Salesforce.com and LIMS; contact physicians to obtain missing order information.

Skills

Customer service

Communication

Team collaboration

Microsoft Office

Salesforce CRM

Bilingual English/Spanish (asset)

Education

4 year college degree in Biological Sciences or similar discipline

Tools

Salesforce (CRM)

Microsoft Office

Job description

Guardant Health is seeking a Client Services Associate to deliver exceptional support to clients and patients in a primarily remote role. You will collaborate with the Client Services Team and cross-functionally with commercial and laboratory operations to develop scalable solutions and ensure accurate data entry in Salesforce.com and LIMS.

The ideal candidate has a 4-year degree in Biological Sciences or similar and 2+ years of customer-facing experience in healthcare, pharma, or diagnostics,