Client Services Associate I, Oncology (East Coast)

Responsibilities: — Engage customers positively and courteously to resolve issues and provide excellent customer experience. — Professionally respond to communications via phone, email, and web from customers including physician offices, sales representatives, and patients. — Address inquiries about technology, products, services, test result status, costs, billing, and insurance coverage. — Maintain precise documentation of all communications and follow-ups. — Collaborate with the laboratory to ensure accurate client information and timely delivery of test results. — Contact medical personnel to obtain missing information from test orders. — Enter and qualify new customer data into CRM and LIMS systems. — Identify issues and trends, working with commercial leadership to improve internal and external processes. — Participate in cross-functional projects to help build a world-class Customer Service organization. — Represent the organization in intra-department and All Hands meetings as needed. Requirements: — Minimum 1 year of client-facing experience. — Four-year college degree or equivalent experience. — Experience with CRM tools such as Salesforce or Zendesk is a plus. — Strong organizational skills and ability to manage multiple tasks simultaneously. — Ability to work effectively in a fast-paced, demanding environment. — Excellent verbal, written, and presentation skills with the ability to tailor messages to different audiences. — Passion for delivering a delightful experience to customers. — Ability to independently analyze complex situations and implement solutions. Nice-To-Haves: — Proficiency or fluency in Spanish to support a diverse customer base. — Customer service experience in a diagnostic laboratory setting. Benefits: — Work with passionate and dedicated colleagues in an empowering environment. — Open and transparent culture with weekly Town Hall meetings. — Opportunity to impact the lives of hundreds of thousands of patients. — Multiple medical benefit options with employee premiums fully or mostly covered. — Generous Family Bonding Leave (16 weeks, fully paid). — Supplemental fertility benefits. — Retirement savings program with 4% company match. — Increased paid time off with tenure. — Latest hardware and lab equipment. — Competitive base pay at $29.34 per hour plus eligibility for annual bonus. — Total four-year value of base and target bonus up to approximately $269,000. — Competitive medical and dental coverage and 401(k) with company match. This is a full-time remote position based in New York, reporting to the Client Services Manager, with working hours Monday to Friday, 8:30 AM to 4:30 PM ET.