Customer Service Representative

Join a team of brilliant, passionate innovators who wake up every day determined to transform healthcare. At BillionToOne, we've built something extraordinarya culture where transparency fuels trust, collaboration drives breakthroughs, and every voice matters in our mission to make life-changing diagnostics accessible to all.

We are looking for a Customer Service Representative to provide exceptional service and support to BillionToOne's customers. The Customer Service Representative holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients.

The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and bilingual in Spanish and English. Spanish fluency is essential to effectively assist our diverse customer base and ensure a seamless patient and client experience.

• 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 (physician offices), 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 cross-functional projects that extend beyond routine responsibilities to contribute to building a world-class Customer Service organization.
• Represent the organization during intra-department meetings or All Hands meetings as needed.

• 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus).
• 4-year college degree (or equivalent in experience).
• Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus.
• Advanced organizational skills with the ability to handle multiple assignments simultaneously.
• 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.
• Ability to analyze complex situations independently and implement appropriate solutions.
• Spanish language fluency is essential for this position.

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands patients
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%
• Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%)
• Supplemental fertility benefits coverage
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware (laptop, lab equipment, facilities)
• Free daily on-site lunches provided from top eateries
• A variety of perks on campus (state of the art gym, restaurant)
• Free on-site EV charging (compatible with all EVs, including Tesla)