Sr Customer Service Representative (Pacific Time Zone)

CareDx; Columbus (OH); Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Representative to enhance the customer experience for transplant patients. This role demands a proactive individual with a strong background in diagnostics and a passion for problem-solving. You will be responsible for addressing customer inquiries, mentoring junior staff, and ensuring high satisfaction levels. Join a team dedicated to making a difference in the lives of organ transplant patients while enjoying a competitive rewards package and a supportive work environment. This is your chance to contribute to a meaningful mission in healthcare.

Benefits

Competitive base salary

Gym reimbursement program

401(k) savings plan match

Employee Stock Purchase Plan

Pre-tax commuter benefits

Paid leave for organ donation

Qualifications

• 5+ years of customer service experience in the diagnostics industry.
• Strong problem-solving skills and proficiency in electronic systems.

Responsibilities

• Provide exceptional customer service for inbound calls.
• Troubleshoot complex problems related to diagnostics products.

Skills

Customer Service

Problem Solving

Communication Skills

Microsoft Systems

Salesforce

Time Management

Attention to Detail

Education

BS or BA Degree

Health Science Degree

Tools

Salesforce

Automated Phone Systems

Job description

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.

We are seeking an experienced and dedicated Senior Customer Service Representative to join our team. The ideal candidate will have at least 5 years of experience in the diagnostics industry, with a strong focus on delivering exceptional customer service. This individual must be proficient in problem-solving using various electronic systems and possess excellent communication skills, while focusing on "one call resolution" for all inbound customer inquiries.

Key Responsibilities:

• Provide exceptional customer service to inbound calls from customers, ensuring their needs are met promptly and efficiently.
• Utilize multiple electronic systems to resolve customer inquiries and issues.
• Troubleshoot and resolve complex problems related to diagnostics products and services.
• Maintain up-to-date knowledge of our products, services, and industry trends.
• Assist in training and mentoring junior customer service representatives.
• Handle escalated customer complaints with professionalism and empathy.
• Collaborate with other departments to ensure seamless service delivery and customer satisfaction.
• Document customer interactions and maintain accurate records.

Qualifications:

• BS or BA Degree preferred (Health Science degree strongly preferred)
• Minimum of 5 years of experience in customer service within the diagnostics industry.
• Strong problem-solving skills and the ability to use various electronic systems effectively (Microsoft, Salesforce, automated phone systems, etc.)
• Excellent communication and interpersonal skills.
• Experience in training and mentoring junior staff.
• Demonstrated ability to handle high-pressure situations with grace and professionalism.
• Ability to work independently as well as part of a team.
• Strong organizational and time-management skills.
• High attention to detail and accuracy.

Additional Details:

Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients.

Our competitive Total Rewards package includes:

• Competitive base salary and incentive compensation
• Health and welfare benefits including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• And more!

In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it's an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.

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