Customer Service Associate

GRAIL is seeking a Customer Service Associate for our Customer Services organization. As a Customer Service Associate (CSA), you will contribute to the success and growth of GRAIL by delivering exceptional service experiences. Responsibilities include interacting with and supporting customers through a variety of communication channels, expertly guiding people to successful outcomes, troubleshooting issues, completing tasks that address customer needs, and documenting interactions. This position requires attention to detail, excellent written and verbal communication skills, and flexibility regarding tasks and schedule. The ideal candidate is customer-centric, passionate about helping people, a fast and willing learner, and highly accountable for following through on commitments.CSAs may be assigned to, and rotate amongst, multiple teams and work activities within the Customer Services organization. Cross-training and rotations provide a valuable career development opportunity, exposing CSAs to many teams at GRAIL and different aspects of BioTech, while also enabling the Customer Services team to nimbly flex to meet customer needs.Location:This is a full-time role.Position can be remote US based or hybrid at Menlo Park, CA, or Durham, NC.Shifts generally fall between 8:30am-5pm in the Pacific or Eastern time zones, but we do need flexibility due to work assignments and business needs.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.)Provide accurate information and expertly guide people to achieve their task or goalAddress customer issues, troubleshoot, and follow-through to ensure full resolutionPerform assigned daily tasks that support customer satisfaction. Be present and on-time.Specialize in one or two skill sets that can be performed with some autonomyDocumentation:Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practicesUse Salesforce.com and other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the futureDocument interactions during scheduled working hoursFlag opportunities to make documentation practices more effective and efficientProduct Knowledge & Service Standards:Stay informed and knowledgeable about GRAIL products, services, processes, and procedures, and use that knowledge to address customer needsProvide accurate information and guidance to customers based on their needsMeet performance metrics and service level agreements (SLAs)Strive to achieve high levels of customer satisfaction and ease of doing business with GRAILTeam Collaboration:Collaborate with colleagues to share knowledge and solutions that help everyone be their bestfParticipate in team meetings and training sessions, and complete all required training on timeEscalate complex problems to senior team members or supervisorsBe flexible in-role, performing tasks and assisting colleagues within Customer Service as neededBe constructive and solution-oriented when working with other departments at GRAILCommunication:Clearly and effectively communicate with customers and colleaguesBring professionalism, positive demeanor, and the highest level of courtesy in all interactionsEmbody GRAIL values and communicate with others in accordance with these standardsIdentify trending pain points and report customer and employee feedback to help improve products, services, and processesPreferred Qualifications:Required Education & Years of Experience:High school diploma or equivalent, with 2-5 years of applicable customer service experience Or, Associate's or Bachelor's degree (BS/BA) with 1-2 years of applicable experienceHard Skills Requirements:Ability to type at least 60 words per minute with minimum 98% accuracyStrong computer, internet, and software operation skills Soft Skills Requirements:Excellent communication and interpersonal skillsStrong attention to detail and willingness to ask questions to get to the right solutionHigh degree of accountability and follow-through on assigned tasks and commitmentsCoachability and aptitude to accept and apply constructive feedback in a professional manner Flexibility regarding tasks and schedule and ability to embrace change through dynamic growthAbility to thrive working independently as well as within a highly-collaborative team environmentPreferred Experience:Proficiency in MacOSHands-on usage of Salesforce.com customer relationship management (CRM) softwareHands-on usage of other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, Slack, etc.Track record of working efficiently and responsibly in a remote work environmentExperience in customer service call centerPast work in a fast-paced, high-growth companyBilingual proficiencyTravel Requirements:Occasional travel (e.g. quarterly) may be requiredPhysical Demands & Working Environment:Physical demands associated with office workDesk setup including multiple monitors, audio headset, and keyboardHours and days may vary depending on business and operational needs