Senior Client Services Associate

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

📋 Description

• Execute responsibilities as a Client Services Associate II

• Serve as the Lead in the absence of Leadership (either out of office or outside of shift hours), making sound decisions

• Ensure the team's daily performance aligns with the expected KPIs

• Accountable for troubleshooting, addressing, and resolving team escalations and inquiries

• Assist in auditing Client Concerns and Complaints to guarantee proper documentation and follow-up

• Support with NCRs, DARs, PHI disclosures, and CAPAs, as instructed by Leadership

• Aid in the development and maintenance of SOPs, training materials, work instructions, and website content

• Provide support to Quality Assurance & Training as directed by Leadership

• Lead or assist with departmental projects, UAT, or data requests, as per Leadership’s direction

• Perform other tasks and administrative duties as necessary

⛳️ Requirements

• Bachelor’s degree is preferred

• A high school diploma or equivalent is required, along with relevant experience

• A minimum of 4 years of experience in customer-facing roles within biotech, life science, diagnostic, or healthcare sectors is preferred

• Capability to collaborate effectively as part of a team that includes internal employees, contractors, and managers

• Ability to manage multiple tasks and engage in various projects

• Capacity to work with self-discipline, sound judgment, and independence in a fast-paced office and/or remote environment

• Exceptional written and verbal communication skills are required, alongside computer proficiency

• Strong experience with Salesforce.com and Microsoft Office is essential

• Willingness to adapt working hours based on operational requirements

• AI & Digital Fluency: Exhibit curiosity, sound judgment, and the ability to critically assess and responsibly utilize AI-enabled tools in compliance with company policies, ethical standards, and regulatory requirements.

🏝️ Benefits

• Health insurance

• Flexible work hours

• Professional development opportunities

• Remote work options