Client Services Associate II

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

📋 Description

• Support the onboarding of new team members by maintaining training checklists and conducting audits of their work.

• Handle higher case volumes and/or manage complex territories as required.

• Address common inquiries and issues, escalating them to Client Services leadership when necessary.

• Receive and respond to customer, sales representative, and patient inquiries via phone, email, and web.

• Expedite case resolutions to drive growth in territory volume.

• Keep accurate records of communications and follow-up actions.

• Comply with SOPs related to data entry and verification.

• Input and validate new customer details into Salesforce.com and LIMS.

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

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

• Send or resend patient reports as required.

• Assist with administrative tasks, kit ordering, and coordination of Offsite Phlebotomy Services.

• Engage with clients, patients, and sales teams using Salesforce and integrated software platforms.

• Meet both team and individual performance goals while tracking personal metrics.

• Address customer complaints and effectively manage escalated situations.

• Exhibit flexibility and adaptability in a dynamic work environment.

⛳️ Requirements

• A minimum of 2 years of experience working with customers in pharmaceutical, diagnostic, medical device, biotech, or healthcare settings.

• Strong proficiency in Microsoft Office applications.

• High level of computer literacy, with a preference for Mac environments.

• Experience with Salesforce (CRM) is advantageous.

• Capability to collaborate effectively in a complex, multi-product operational environment.

• Ability to adjust to evolving procedures and policies.

• Exceptional written and verbal communication skills.

• Proficient in multitasking, exercising self-discipline, sound judgment, and independence.

• Organized and detail-oriented with strong problem-solving skills.

• Professional management of client-facing escalated situations.

• Willingness to adapt working hours according to client and company requirements.

• Availability to travel to Guardant Health offices for training and meetings is mandatory.

• Bilingual proficiency in English and Spanish is a plus.

• Flexibility to work during U.S. Company-observed holidays, including the annual holiday shutdown period, based on operational needs.

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

• Background screening, including criminal history, is mandatory.

🏝️ Benefits

• Primarily remote work setup.

• Opportunities for training and meetings.

• Flexibility and availability tailored to client and company needs.

• Reasonable accommodations for disabilities, long-term conditions, mental health issues, or sincerely held religious beliefs.

• Commitment to equal employment opportunities.