Full-Time Client Services Associate I

About the Role: As a Client Services Associate I, you will deliver an outstanding experience to our clients (healthcare providers, patients, and partners). Leverage your biotech or diagnostics expertise to support client inquiries, resolve issues, and collaborate with internal teams (sales support) for a seamless customer journey. Ideal for those with a biotech/diagnostics background, passion for customer service, experience handling high-volume phone/email, and supporting sales teams in a fast-paced environment.

Key Responsibilities:

• Act as primary contact for high-volume client inquiries/concerns (phone, email, chat) with timely, accurate, and empathetic support.
• Use biotech/diagnostics knowledge for expert guidance on test orders, results (non-clinical), and service-related questions.
• Support test volume growth by assisting with problem resolution, client onboarding, order processing, and account management.
• Provide best-in-class customer experience by addressing/resolving complex client concerns; escalate when necessary.
• Contact physicians/medical personnel to obtain missing information for order entry.
• Ensure high customer satisfaction/retention by educating healthcare providers/patients on company services/policies/procedures.
• Provide exceptional sales support by assisting the field team with inquiries.
• Work cross-functionally with sales, lab operations, billing, and product teams to improve processes and client experience.
• Maintain/update client records in Salesforce, LIMS, and customer portal.
• Assist with customer account creation and first-level troubleshooting.
• Identify client feedback trends & recommend process improvements to enhance service quality.
• Adhere to Standard Operating Procedures (SOPs) for data entry/verification.
• Collaborate with offsite phlebotomy/tissue procurement teams, process kit orders, and send reports to patients/providers.
• Meet/exceed metrics/KPIs using SFDC reports/dashboards.
• Share best practices/success stories with the services team.
• Visit customers in the field (collaboration with sales team), as needed.
• Ensure compliance with HIPAA, CLIA, and industry regulations.

Who You Are:

• Passionate about biotechnology, healthcare, and exceptional client experience.
• Proactive problem-solver with strong critical thinking and communication skills.
• Detail-oriented, highly organized, and capable of managing multiple priorities in a fast-paced environment.
• Collaborative team player thriving in a mission-driven organization.

Required Qualifications:

• Bachelor's degree in Biological Sciences or related field preferred.
• 2+ years of experience in customer service, client support, or a related role in biotech, diagnostics, or life sciences.
• Experience supporting sales teams (account management, onboarding, order processing).
• Experience handling high-volume phone/email communication in a fast-paced environment.
• Strong verbal/written communication skills (explaining complex concepts).
• Proficiency with CRM/ticketing systems (e.g., Salesforce, Zendesk) and Microsoft Office.
• Understanding of healthcare regulations (HIPAA, CLIA) and lab testing workflows.
• Prior experience in Oncology, working with providers & patients, a plus.
• Ability to learn quickly, work collaboratively, adapt to changing procedures/policies.

Why Join Us?

• High-growth, mission-driven company impacting healthcare.
• Collaborative, inclusive environment valuing professional development.
• Competitive compensation, benefits, and career advancement opportunities.
• Hybrid Work Model

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