Regional Customer Support Specialist

23 hours, 49 minutes ago
Full-time
Mid Level
Customer and Technical Support
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

Description

  • Respond promptly to internal and external customer inquiries by phone and electronic channels.
  • Serve as the primary contact for assigned accounts and Sales, documenting communications, actions, and follow-ups.
  • Build relationships with accounts, patients, and Sales to obtain missing information and meet turnaround times.
  • Communicate delays and cancellations and coordinate sample redraws when necessary.
  • Research and resolve escalated issues, clearly explaining root causes and resolutions.
  • Maintain knowledge of Natera oncology tests, sample requirements, turnaround times, patient information, forms, and waivers.
  • Handle protected health information (PHI) in paper and electronic systems while following privacy and security requirements.
  • Complete required training and support special projects or other business needs.

Requirements

  • Two-year degree and/or 2–5 years of related experience; undergraduate degree preferred.
  • Experience providing customer support by phone and in writing.
  • Strong customer de-escalation, professionalism, and conflict-resolution skills.
  • Excellent organization, attention to detail, critical thinking, and problem-solving abilities.
  • Ability to work independently, multitask, adapt to change, and balance multiple customer and stakeholder needs.
  • Knowledge of customer service principles, administrative procedures, and protocols.
  • Intermediate proficiency with GSuite applications, typing, spelling, and grammar.
  • Ability to complete HIPAA/PHI privacy, security, and policy compliance training within the first 30 days.
  • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, e-fax, secure email, or cloud-based call center tools preferred.
  • Bilingual ability preferred.

Benefits

  • Remote USA position with a pay range of $21–$23 USD per hour.
  • Medical, dental, vision, life, and disability insurance for eligible employees and dependents.
  • Free testing for employees and immediate family members, plus fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401(k) and commuter benefits.
  • Employee referral program.

Interested in this position?

Apply directly on the company website

Apply Now

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