Full-Time Client Services Associate I

About the Role:As a Client Services Associate I, you will deliver an outstanding experience to clients (healthcare providers, patients, and partners). Leverage your biotech or diagnostics expertise to support client inquiries, resolve complex issues, and collaborate with internal teams (sales support) for a seamless customer journey. Ideal for individuals with a background in biotechnology, diagnostics, or life sciences, a passion for customer service, and experience handling high-volume communication.

Key Responsibilities:

• Act as the primary contact for high-volume client inquiries via phone, email, and chat, providing timely, accurate, and empathetic support.
• Utilize biotech/diagnostics knowledge for expert guidance on test orders, results (non-clinical), and service questions.
• Support test volume growth by assisting with problem case resolution, client onboarding, order processing, and account management.
• Provide best-in-class customer experience by addressing and resolving complex client concerns.
• Contact physicians and medical personnel for missing information to complete order entry.
• Ensure high customer satisfaction and retention rates by educating clients on services, policies, and procedures.
• Provide exceptional sales support by assisting the field team.
• Work cross-functionally with sales, laboratory operations, billing, and product teams.
• Maintain and update client records in Salesforce, LIMS, and customer portal.
• Assist with account creation and first-level troubleshooting.
• Identify client feedback trends and recommend process improvements.
• Adhere to Standard Operating Procedures.
• Collaborate with offsite teams.
• Meet and exceed metrics using reports.
• Share best practices with the team.
• Visit customers in the field (with sales team).
• Ensure compliance with HIPAA, CLIA, and industry regulations.

Who You Are:

• Passionate about biotechnology, healthcare, and client experience.
• Proactive problem-solver with strong communication skills.
• Detail-oriented, highly organized, and able to manage multiple priorities.
• Collaborative team player.

Required Qualifications:

• Bachelor's degree in Biological Sciences or similar.
• 2+ years experience in customer service.
• Experience supporting sales teams.
• Experience handling high-volume communication.
• Strong verbal and written communication skills.
• Proficiency with CRM systems (Salesforce).
• Understanding of healthcare regulations (HIPAA, CLIA).

Why Join Us?

• High-growth, mission-driven company.
• Collaborative and inclusive environment.
• Competitive compensation, benefits, and opportunities.
• Hybrid work model.

What is the last date for applying to the job?

Which countries are accepted for this remote job?