Introduction to GRAIL and Our Mission
At GRAIL, we are driven by a profound mission to detect cancer early, when it can be cured. As a pioneering healthcare company, we are working tirelessly to change the trajectory of cancer mortality by bringing stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. Our organization is built on a foundation of scientific excellence, with a multi-disciplinary team of scientists, engineers, and physicians leveraging the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine's greatest challenges.
About the Role: Customer Service Coordinator
We are seeking a highly motivated and customer-centric individual to join our Customer Services organization as a Customer Service Coordinator. As a key member of our team, you will play a vital role in delivering exceptional service experiences to our customers, guiding them to successful outcomes, and troubleshooting issues in a professional and courteous manner. This is a full-time, remote role that offers the flexibility to work from anywhere in the US, with occasional travel requirements.
Key Responsibilities:
- Customer Interaction & Support: Handle incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g., phone, email, chat, fax, etc.)
- Documentation: Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices
- Product Knowledge & Service Standards: Stay informed and knowledgeable about GRAIL products, services, processes, and procedures, and use that knowledge to address customer needs
- Team Collaboration: Collaborate with colleagues to share knowledge and solutions that help everyone be their best, and participate in team meetings and training sessions
- Communication: Clearly and effectively communicate with customers and colleagues, embodying GRAIL values and communicating with others in accordance with these standards
Essential Qualifications:
To be successful in this role, you should have:
- Required Education & Years of Experience: High school diploma or equivalent, with 1-2 years of applicable customer service experience, or Associate's or Bachelor's degree (BS/BA) with 1 year of experience
- Hard Skills Requirements: Ability to type at least 60 words per minute with minimum 98% accuracy, and strong computer, internet, and software operation skills
- Soft Skills Requirements: Excellent communication and interpersonal skills, strong attention to detail, and willingness to ask questions to get to the right solution
Preferred Qualifications:
While not required, the following qualifications are preferred:
- Preferred Experience: Proficiency in MacOS, hands-on usage of Salesforce.com customer relationship management (CRM) software, and experience in customer service call center
- Track Record of Working Efficiently: Experience working efficiently and responsibly in a remote work environment, and a past work experience in a fast-paced, high-growth company
- Bilingual Proficiency: Bilingual proficiency in Spanish is a plus
Career Growth Opportunities and Learning Benefits
At GRAIL, we are committed to the growth and development of our employees. As a Customer Service Coordinator, you will have the opportunity to:
- Cross-Train and Rotate: Cross-train and rotate amongst multiple teams and work activities within the Customer Services organization, providing a valuable career development opportunity
- Develop New Skills: Develop new skills and competencies, and stay up-to-date with the latest technologies and trends in the industry
- Advance Your Career: Advance your career within the company, with opportunities for professional growth and advancement
Work Environment and Company Culture
At GRAIL, we pride ourselves on our dynamic and collaborative work environment. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and open communication. Our company culture is built on a foundation of:
- GRAIL Values: Embodied in everything we do, our values include a passion for innovation, a commitment to excellence, and a dedication to making a positive impact on the world
- Diversity and Inclusion: We believe that diversity and inclusion are essential to driving innovation and success, and we strive to create an environment that is welcoming and inclusive to all
- Employee Wellbeing: We care about the wellbeing of our employees, and offer a range of benefits and programs to support their physical, mental, and emotional health
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- Annual Base Pay Scale: $41K-$48K Total Base Pay Range, with actual base pay considering skills, experience, and location
- Annual Bonus Plan: Eligibility to participate in an annual bonus plan tied to company and individual performance
- Long-Term Incentive Plan: Eligibility to participate in a long-term incentive plan to align company and colleague success over time
- Progressive Benefit Package: Flexible time-off, 401k with company match, medical, dental, vision plans, and mindfulness offerings
Conclusion
If you are a motivated and customer-centric individual who is passionate about delivering exceptional service experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Coordinator at GRAIL, you will be part of a dynamic and collaborative team that is dedicated to making a positive impact on the world. Don't miss out on this chance to join our team and contribute to our mission to detect cancer early, when it can be cured. Apply now!
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