Client Services Associate I

We are looking for a Client Services Associate I, Prenatal (Women's Health) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization.

The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated.

The Client Services Associate I is a full-time onsite position and reports to the Client Services Manager.

Working hours are Monday - Friday, 8:00 AM to 5:00 PM PT.

Responsibilities:

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience.
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients.
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage.
• Keep precise and clear documentation of all communications and follow-up activities.
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results.
• Contact physicians and other medical personnel to obtain missing information from test orders.
• Enter and qualify new customer information into CRM and LIMS systems.
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes.
• Participate in cross-functional projects that extend beyond routine responsibilities to contribute to building a world-class Customer Service organization.
• Represent the organization during intra-department meetings or All Hands meetings as needed.

Qualifications:

• 1+ years of prior client-facing experience.
• 4-year college degree (or equivalent in experience).
• Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus.
• Advanced organizational skills with the ability to handle multiple assignments simultaneously.
• Ability to work in a very fast-paced, demanding environment.
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences.
• Passion for creating a delightful experience for internal and external customers.
• Ability to analyze complex situations independently and implement appropriate solutions.

Nice-To-Haves:

• Proficiency or fluency in Spanish to effectively assist our diverse customer base and ensure a seamless patient and client experience.
• Customer service experience in diagnostic laboratory setting.