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Customer Service Coordinator (Temp)

Company: Genomic Health
Location: Redwood City
Posted on: January 17, 2020

Job Description:

OVERVIEW:

The Customer Service (CS) Coordinator is responsible for supporting ongoing cross-departmental programs and for upholding high quality Customer Service practices.

This role will support all three core teams that comprise the Customer Service department: Client Services, Customer Success and Customer Service Operations.

RESPONSIBILITIES / DUTIES:

* Play a supportive role in program initiation, planning, communication and execution, in conjunction with management:
* Help ensure definition of project scope, requirements and deliverables
* Develop schedules and milestones using appropriate tools and techniques
* Track and manage tasks, milestones and deliverables
* Facilitate and/or present program level status updates to management as needed
* Liaise with stakeholders such as Commercial Operations, Lab Operations, Compliance and Finance on an ongoing basis
* Execute on deliverables as set by manager such as but not limited to Pathology Service Agreements and Quality Assurance.
* Assist the Customer Success and Client Services teams with customer inquiries and outreaches related, but not limited to, financial reconciliation requests, third party data requests, and subpoena/medical records requests.
* Ensure that all activities within the Customer Service Department are being performed and documented within established SOPs; as appropriate, elevate to management the need for further development, refinement, and implementation of SOPs that affect the department.

QUALIFICATIONS:

* Bachelor's degree preferred
* 1+ years of customer service experience in healthcare or clinical reference laboratory preferred
* Significant knowledge of MS Office Suite, particularly MS Excel, and customer service systems are required
* Excellent customer service and communication skills with a deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at GHI
* Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment
* Superb follow-through skills and relationship management required
* Conflict resolution oriented and highly effective at overcoming obstacles
* Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority
* Excellent team player with the ability to incorporate manager and customer insight into best practices
* Professional telephone manner as proven through excellent listening and soft skills
* Flexibility with respect to working hours as some shifts will require early morning arrivals to late evening departures to service national customer base
* Strong program/project management abilities
* Outstanding attention to detail, written and verbal communication and public relations skills

TRAVEL, PHYSICAL DEMANDS AND WORK ENVIRONMENT:

* Standing or sitting for long periods of time may be necessary
* Some lifting (greater than 25 pounds) may be necessary

#LI-TV1

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request
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Keywords: Genomic Health, San Francisco , Customer Service Coordinator (Temp), Hospitality & Tourism , Redwood City, California

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