Regional Customer Support Specialist

1 hour, 46 minutes ago
Full-time
Junior
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.
  • Serve as the lead contact for accounts and sales representatives, documenting interactions, communications, actions taken, and follow-ups.
  • Build rapport with accounts, patients, and sales partners to resolve missing information and meet turnaround time requirements.
  • Communicate delays and cancellations to customers and help coordinate redraws of samples when needed.
  • Research and resolve escalated issues through phone 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 the systems needed to access it.
  • Complete special projects and other duties as assigned to support business needs.
  • Maintain current status on required Natera training.
  • Provide professional support while de-escalating difficult customer situations.

Requirements

  • Two-year degree or 2-5 years of related experience, with an undergraduate degree preferred.
  • Experience working independently, multitasking, and using critical thinking to resolve issues.
  • Strong customer service, de-escalation, and problem-solving skills.
  • Excellent organizational skills and the ability to balance multiple client needs and internal stakeholders.
  • Experience providing both phone and written customer support.
  • Intermediate knowledge of G Suite applications.
  • Excellent spelling, grammar, attention to detail, and numerical, oral, and written communication skills.
  • Ability to maintain professionalism during highly escalated situations.
  • Must complete HIPAA/PHI privacy, policy and procedure compliance, and security training within the first 30 days of hire.
  • Preferred experience with Salesforce Service Cloud, laboratory information management systems, customer portals, eFax, secure email, and cloud-based call center tools.
  • Bilingual ability is a plus.

Benefits

  • Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents.
  • Free testing for employees and their immediate families.
  • 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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