Customer Success Representative

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

📋 Description

• Directly interact with various members of partner laboratories to manage requests for samples and documents, resolve order issues, and coordinate the shipping and receiving process.

• Collaborate cross-functionally with Customer Success, Sales, and Lab teams to achieve or surpass customer retention and turnaround-time objectives.

• Establish and nurture effective relationships with laboratory personnel, sales representatives, and internal stakeholders.

• Employ proactive problem-solving abilities to develop and provide solutions to customers with varying degrees of complexity.

• Maintain regular communication with sales and other external-facing teams to synchronize customer engagement initiatives and deliver pertinent updates to internal teams within Customer Success, Sales, and CommOps.

• Address inquiries promptly and professionally via phone, email, and in-person interactions.

• Identify and evaluate customer needs to ensure satisfaction.

⛳️ Requirements

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

• Outstanding customer service capabilities coupled with strong interpersonal skills.

• Proficient in effectively communicating with patients through telephone and email.

• Ability to think quickly, locate answers, and respond promptly to customer concerns in a polite, empathetic, and professional manner.

• Highly organized and systematic with excellent attention to detail, ensuring tasks are completed accurately.

• Demonstrate initiative and the ability to function as part of a high-level team while independently managing mission-critical tasks.

• Proven track record of quickly acquiring new skills and adapting smoothly to new processes.

• Familiarity with general office equipment and software, along with computer proficiency.

🏝️ Benefits

• Incentive compensation may be available.

• Restricted stock units may be offered.

• Medical and additional benefits depending on the position.