Client Services Associate

3 days ago

Fort Atkinson, Iowa, United States BillionToOne Full time
About BillionToOne

BillionToOne is a pioneering molecular diagnostics company dedicated to developing innovative and accurate diagnostic tests that are accessible to all. Our cutting-edge QCT molecular counting technology significantly enhances the resolution of disease detection using cell-free DNA by over a thousandfold. This groundbreaking technology is integral to our product offerings, including our flagship product, Unity CompleteTM, the only non-invasive prenatal screen capable of assessing fetal risk for both common recessive conditions and aneuploidies from a single maternal blood sample.

Job Summary

We are seeking a highly motivated and intelligent Senior Client Services Associate to provide exceptional service and support to our customers. The ideal candidate will be an ambitious and self-motivated individual who can effortlessly help drive and influence a positive patient and customer experience.

Responsibilities
  • Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience
  • Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers, sales representatives, and patients
  • Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage
  • Keep precise and clear documentation of all communications and follow-up activities
  • Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results
  • Contact physicians and other medical personnel to obtain missing information from test orders
  • Enter and qualify new customer information into CRM and LIMS systems
  • Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes
  • Participate in projects that extend beyond your day-to-day to stretch to help build a world-class Client Service organization
  • Represent the organization during intra-department meetings or All Hands meetings as needed
Requirements
  • 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus)
  • 4-year college degree (or equivalent in experience)
  • Experience with CRM tool (Salesforce, Zendesk, etc) is a plus
  • Advanced organizational skills with the ability to handle multiple assignments
  • Ability to work in a very fast-paced, demanding environment
  • Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
  • Passion for creating a delightful experience for internal and external customers
  • Forward-thinking ability to break down complex situations with little to no guidance
  • Bilingual/Fluency in Spanish (preferred)
Benefits and Perks
  • Working with a team of 'rockstars' who bring out the best in everyone
  • An open, transparent culture that includes weekly Town Hall meetings
  • The ability to indirectly or directly change the lives of hundreds of thousands of patients
  • Free daily on-site lunches provided by top eateries
  • Latest and greatest hardware (laptop, lab equipment, facilities)
  • A variety of perks on campus (state-of-the-art gym, fully-stocked cafeteria)
  • Free on-site EV charging (compatible with all EVs, including Tesla)
About the Role

This is an onsite position, located in our brand new, state-of-the-art, 90,000 square foot facility in Union City, CA. The base pay for this position is $70,000 per year.

BillionToOne is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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