We are looking to add a customer-focused and innovative individual to our dynamic and rapidly expanding Client Services Team. This individual will be on the front-lines fostering relationships with existing customers, resolving missing information or lab processing issues, and responding to a variety of inquiries from healthcare professionals and patients. The individual will be expected to work cross-functionally across many departments such as the client relationship managers, field sales, on demand client service specialists, operations, and more in order to best serve client needs.

Schedule:  Monday – Friday, 9:00am – 5:00pm PST

Location: Remote

What you will do:

  • Be well-versed in all Invitae products, processes, and policies in order to respond accurately to customer inquiries over the phone or email
  • Facilitate clients during the entire sample to report process from sending collection kits and arranging phlebotomy draws, to updating ordering clinicians about the status of their order
  • Be the primary point of contact for the ordering healthcare providers supported in your region and their patients
  • Address all questions, feedback, missing information, sample failures, and order delays in a timely manner
  • Be proactive and committed to identifying areas for process improvements that will enhance client satisfaction
  • Work closely with the client relationship management team and the sales team to ensure customer issues are addressed, and to ensure utmost client satisfaction with the entire Invitae experience

What you bring:

  • 2+ years experience working in a client-facing role with a company that is “customer obsessed”
  • Exceptional oral and written communication skills
  • High level of emotional intelligence, customer empathy, and active listening skills
  • Demonstrates curiosity and exploratory skills
  • Excellent organizational and multi-tasking capabilities
  • Enjoys problem-solving and thinks outside the box
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce
  • Industry experience in biotech, life sciences, and/or health care is a plus
  • Experience with reporting in Salesforce is a plus  or Tableau is a plus

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.

 

This salary range is an estimate, and the actual salary may vary based on a wide range of factors, including your skills, qualifications, experience and location. This position is eligible for benefits including but not limited to medical, dental, vision, life insurance, disability coverage, flexible paid time off, Spring Health, Carrot Fertility, participation in a 401k with company match, ESPP, and many other additional voluntary benefits. Invitae also offers generous paid leave programs so you can spend time with your new child, recover from your own illness or care for a sick family member.
USA National Pay Range
$21.25$26.54 USD
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