Client Services Associate II

This is a fully remote position, open to applicants in United States.

📋 Description

• Support the training of new employees, keep training checklists updated, and review new-hire performance as necessary.

• Handle increased caseloads and/or manage intricate territories depending on business requirements.

• Address common queries and issues, escalating them to Client Services leadership when required.

• Receive and reply to inquiries via phone, email, and web from physician offices, laboratories, hospitals, sales representatives, and patients.

• Expedite case resolution to aid in territory volume expansion.

• Collaborate in a team setting and contribute towards departmental and company objectives.

• Ensure accurate documentation of all email, fax, and phone communications, along with follow-up activities.

• Adhere to Standard Operating Procedures (SOPs) for data entry and verification processes.

• Input and qualify new customer data into Salesforce.com and LIMS.

• Reach out to physicians and medical staff to gather missing order-entry information.

• Collaborate with the Clinical Lab to guarantee accurate client information entry.

• Dispatch or resend patient reports as requested.

• Assist with administrative tasks, kit ordering, and coordinating offsite phlebotomy services.

• Interact with clients, patients, and sales teams utilizing Salesforce and integrated software platforms.

• Meet both team and individual objectives while keeping track of personal metrics.

• Address customer complaints and handle escalated situations effectively.

• Adapt to a fast-paced, dynamic work environment with flexibility.

⛳️ Requirements

• Over 2 years of experience in customer-facing roles within the pharma, diagnostic, medical device, biotech, or healthcare sectors.

• Proficient in Microsoft Office applications.

• Experience with Salesforce (CRM) is advantageous.

• Quick learner capable of collaborating in a complex operational environment with multiple products and adjusting to evolving procedures and policies.

• Exceptional written and verbal communication skills, with a strong level of computer proficiency, preferably in a Mac environment.

• Ability to multitask while demonstrating self-discipline, sound judgment, and independence.

• Proven track record of being organized, detail-oriented, and effective at solving problems while professionally managing escalated client situations.

• Flexibility in working hours to meet client and company demands.

• Bilingual proficiency in English and Spanish is a plus.

• Willingness to travel to Guardant Health offices for training sessions and meetings is essential.

• Capability to lift up to 25 pounds may be required.

• Background screening, including criminal history checks, is mandatory.

• Ability to critically assess and responsibly utilize AI-enabled tools in compliance with company policies, ethical standards, and regulatory guidelines.

• A four-year college degree in Biological Sciences or a related field is preferred.

🏝️ Benefits

• Primarily remote working opportunities.

• Travel to Guardant Health offices for training and meetings.

• Reasonable accommodations available for candidates with disabilities, long-term conditions, mental health challenges, or sincerely held religious beliefs.