Full-Time 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.

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 goal

Address customer issues, troubleshoot, and follow-through to ensure full resolution

Perform 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 autonomy