Experienced Customer Service Coordinator for Innovative Cancer Detection Technologies - US Remote Opportunity

Introduction to blithequark At blithequark, our mission is to revolutionize the field of cancer detection by pioneering innovative technologies that can transform cancer care. We are a healthcare company driven by the vision of detecting cancer early, when it can be cured, and we are working tirelessly to change the trajectory of cancer mortality. By bringing together stakeholders and adopting cutting-edge technologies, we aim to make a significant impact in the lives of millions of people worldwide. Our organization is a multi-disciplinary team of scientists, engineers, and physicians who are passionate about using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine's greatest challenges. About the Role We are seeking a highly skilled and customer-centric Customer Service Coordinator to join our Customer Services organization. As a Customer Service Coordinator at blithequark, you will play a vital role in delivering exceptional service experiences to our customers, guiding them to successful outcomes, and troubleshooting issues in a professional and courteous manner. This is a full-time, remote opportunity in the US, with the possibility of hybrid work arrangements at our locations in Menlo Park, CA, or Durham, NC. If you are passionate about helping people, have excellent communication skills, and are looking for a challenging and rewarding role, we encourage you to apply. Key Responsibilities As a Customer Service Coordinator at blithequark, your key responsibilities will include: Handling incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g., phone, email, chat, fax, etc.) Providing accurate information and expertly guiding people to achieve their task or goal Addressing customer issues, troubleshooting, and following through to ensure full resolution Performing assigned daily tasks that support customer satisfaction and being present and on-time Creating and maintaining accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices Using 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 future Documenting interactions during scheduled working hours and maintaining accurate records Staying informed and knowledgeable about blithequark products, services, processes, and procedures, and using that knowledge to address customer needs Providing accurate information and guidance to customers based on their needs and meeting performance metrics and service level agreements (SLAs) Collaborating with colleagues to share knowledge and solutions that help everyone be their best and participating in team meetings and training sessions Escalating complex problems to senior team members or supervisors and being flexible in-role, performing tasks and assisting colleagues within Customer Service as needed Clearly and effectively communicating with customers and colleagues, bringing professionalism, positive demeanor, and the highest level of courtesy in all interactions Essential Qualifications To be successful in this role, you will need: High school diploma or equivalent, with 1-2 years of applicable customer service experience, or Associate's or Bachelor's degree (BS/BA) with 1 year of experience At least one year of experience in Life science / biotech / lab / healthcare providing customer support Ability to type at least 60 words per minute with minimum 98% accuracy and strong computer, internet, and software operation skills Excellent communication and interpersonal skills, with strong attention to detail and willingness to ask questions to get to the right solution High degree of accountability and follow-through on assigned tasks and commitments, with coachability and aptitude to accept and apply constructive feedback in a professional manner Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth Ability to thrive working independently as well as within a highly-collaborative team environment Preferred Qualifications While not required, the following qualifications are preferred: Proficiency in MacOS and hands-on usage of Salesforce.com customer relationship management (CRM) software Hands-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 environment Experience in customer service call center and past work in a fast-paced, high-growth company Bilingual proficiency in Spanish Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Coordinator, you will have the opportunity to cross-train and rotate amongst multiple teams and work activities within the Customer Services organization, exposing you to many teams at blithequark and different aspects of BioTech. This will not only provide you with a valuable career development opportunity but also enable the Customer Services team to nimbly flex to meet customer needs. You will also have access to training sessions, workshops, and conferences to help you develop your skills and stay up-to-date with the latest industry trends. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and collaborative work environment. Our team is passionate about making a difference in the lives of millions of people worldwide, and we are committed to creating a workplace culture that is inclusive, supportive, and empowering. We offer a range of benefits, including flexible time-off, a 401k with a company match, and medical, dental, vision plans, as well as mindfulness offerings to support your well-being. We are an Equal Employment Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. Compensation, Perks, and Benefits The expected, full-time, annual base pay scale for this position is $41K-$48K Total Base Pay Range. Actual base pay will consider skills, experience, and location. You may also be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan, as well as a long-term incentive plan to align company and colleague success over time. We offer a progressive benefit package, including flexible time-off, a 401k with a company match, and medical, dental, vision plans, as well as mindfulness offerings to support your well-being. Conclusion If you are a customer-centric and passionate individual who is looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Coordinator position at blithequark. This is a unique opportunity to join a dynamic and collaborative team that is making a difference in the lives of millions of people worldwide. With a competitive compensation package, comprehensive benefits, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now to join our team and be part of a company that is revolutionizing the field of cancer detection. Apply for this job