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Regional Customer Support Specialist

2 hours, 19 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
HIPAA
Apply Now
Natera

Natera

Natera specializes in cell-free DNA testing, providing advanced genetic testing services for oncology, women's health, and organ health to help families diagnose and manage genetic diseases.

Pharmaceuticals
1K-5K
Founded 2004
View All Jobs 86

Description

  • Respond promptly to internal and external customer inquiries.
  • Serve as the lead contact for assigned accounts and sales representatives, documenting communications, actions taken, and follow-ups.
  • Build rapport with accounts, patients, and sales representatives to resolve missing information and meet turnaround time goals.
  • Communicate delays and cancellations to customers and help facilitate redraws of samples as needed.
  • Research and resolve escalated issues through telephone and electronic channels, clearly explaining root causes and resolutions.
  • Maintain familiarity with Natera oncology tests, including sample requirements, turnaround times, patient health information, request forms, and waivers.
  • Work with protected health information in paper and electronic formats while using approved technologies to access it.
  • Complete special projects and other duties as assigned to meet business needs.
  • Maintain current status on required Natera training.
  • Support communication and issue resolution across cross-functional internal and external teams.

Requirements

  • Two-year degree or 2-5 years of related experience; undergraduate degree preferred.
  • Ability to work independently, multi-task, and use critical thinking to resolve issues.
  • Strong customer de-escalation skills and the ability to remain professional in highly escalated situations.
  • Excellent organizational skills and the ability to balance multiple client needs and internal stakeholders.
  • Problem analysis and problem-solving skills.
  • Adaptability to change and a self-starter mindset.
  • Experience in both phone and written customer support.
  • Intermediate knowledge of GSuite applications and strong spelling, grammar, and typing skills.
  • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, e-fax, secure email, and cloud-based call center tools is preferred.
  • Bilingual ability is a plus.

Benefits

  • Remote USA pay range of $21 to $23 USD per hour.
  • Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents.
  • Free testing for employees and their immediate families, plus fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401(k) benefits.
  • Commuter benefits.
  • Generous employee referral program.

Interested in this position?

Apply directly on the company website

Apply Now

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