Customer Service Coordinator (Inbound- call center environment) #4849

 

The Customer Service Coordinator II provides direct support to internal and external stakeholders by handling a wider range of inquiries and service requests. This role builds on foundational knowledge to independently resolve moderately complex issues, ensuring high levels of customer satisfaction while supporting continuous improvement in service delivery.

 

The CSC is committed to personal and professional change and growth, meeting the needs of the customer and the company, and making a true difference in a caller’s day and within the healthcare landscape as a whole.

 

 

Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 60% requirement for the site.

 

 

• Bachelor’s Degree or an equivalent combination of education and experience.

• Strong interpersonal and communication skills with the ability to handle customer concerns calmly and effectively.

• Proficiency in using customer service software, ticketing systems, and common office applications.

• Problem-solving ability to assess customer needs and identify solutions within established procedures.

• Strong organizational skills and attention to detail.

• Ability to work both independently and collaboratively in a team environment.

• Office or call center environment with frequent use of computer, headset, and telephone.

• May require flexible scheduling, including evenings or weekends, depending on business needs.

• Frequent interaction with customers, requiring patience, empathy, and professionalism.

• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:  

• Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)

• Protected health information (e.g. HIPAA, GDPR)

This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate’s qualifications. Employees in this role are also eligible for GRAIL’s comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, , or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at rc@grailbio.com if you require an accommodation to apply for an open position.

GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!