Experienced Remote Regional Customer Support Specialist – Oncology Division Support and Customer Service Expert
Introduction to Natera and Our Mission
Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. We are seeking an experienced and skilled Regional Customer Support Specialist to join our team, providing world-class service to customers consisting of medical professionals, patients, and cross-functional internal and external teams.
Job Overview
The Regional Customer Support Specialist role is a critical position within our Oncology division, primarily responsible for working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. As a key member of our team, you will be the lead contact for accounts and sales, documenting all interactions, communications, actions taken, and follow-ups. Your exceptional customer service skills, ability to work independently, and critical thinking skills will enable you to resolve issues in a timely manner and provide an outstanding customer experience.
Key Responsibilities
- Respond promptly to internal and external customer inquiries via telephone and electronic channels.
- Serve as the lead contact for accounts and sales, documenting all interactions, communications, actions taken, and follow-ups.
- Build rapport with accounts, patients, and sales to resolve missing information in a timely manner, ensuring turnaround time (TAT) is met.
- Communicate delays and cancellations to customers and help facilitate redraw of samples as needed.
- De-escalate customer complaints and concerns, providing clear and logical explanations of root causes and resolutions.
- Familiarize yourself with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.
- Participate in special projects and other duties as assigned to meet business needs.
- Maintain a current status on Natera training requirements, including HIPAA/PHI privacy, general policies and procedure compliance training, and security training.
Essential Qualifications
To be successful in this role, you will need:
- A two-year degree and/or 2-5 years of related experience; an undergraduate degree is preferred.
- Advanced professional growth education and a skilled specialist who completes tasks in a resourceful and efficient manner.
- Excellence in de-escalating customer behavior, with excellent organizational skills and the ability to balance multiple client needs and internal stakeholders.
- Problem analysis and problem-solving skills, with adaptability to change and a self-starter mentality.
- Knowledge of customer service principles and practices, with experience in both phone and written customer support.
- Intermediate knowledge of GSuite applications, with typing excellence in spelling and grammar.
- Excellence in attention to detail and critical thinking, with the ability to maintain professionalism during highly escalated situations.
Preferred Skills and Experience
While not required, the following skills and experience are preferred:
- Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
- Problem analysis and problem-solving skills, with data collection and maintenance experience.
- Bilingual skills are a plus.
Career Growth Opportunities and Learning Benefits
At Natera, we are committed to the growth and development of our employees. As a Regional Customer Support Specialist, you will have access to:
- Comprehensive training programs, including HIPAA/PHI privacy, general policies and procedure compliance training, and security training.
- Ongoing professional development opportunities, including advanced professional growth education and skill-building workshops.
- A dynamic and supportive work environment that encourages collaboration, innovation, and creativity.
- A talented and dedicated team of professionals who are passionate about making a difference in the lives of our customers and patients.
Work Environment and Company Culture
Natera is proud to be an Equal Opportunity Employer, committed to ensuring a diverse and inclusive workplace environment. We welcome people of different backgrounds, experiences, abilities, and perspectives, and believe that inclusive collaboration benefits our employees, our community, and our patients. Our company culture is built on the values of:
- Respect and empathy for our customers, patients, and colleagues.
- A commitment to excellence and quality in everything we do.
- A passion for innovation and continuous improvement.
- A dedication to making a positive impact on the lives of our customers and patients.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A comprehensive benefits package, including medical, dental, vision, life, and disability plans for eligible employees and their dependents.
- Free testing and fertility care benefits for employees and their immediate families.
- Pregnancy and baby bonding leave, 401k benefits, commuter benefits, and more.
- A generous employee referral program.
Conclusion
If you are a motivated and customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity. As a Regional Customer Support Specialist at Natera, you will be part of a dynamic and supportive team that is dedicated to making a difference in the lives of our customers and patients. Don’t miss out on this chance to join our team and take your career to the next level. Apply now and start your future with Natera!
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