Loading...
Mid LevelFull-timeAWS
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Experience Associate to join Natera’s team. This role involves working directly with internal and external customers, including medical professionals, patients, and laboratory personnel, to assist with a wide range of interactions and ensure smooth processing of test samples.
Key Responsibilities
- →Communicate with customers via telephone and electronic channels to obtain missing information needed for processing test samples
- →Communicate test status to customers and resend or request resending of test results
- →Schedule mobile phlebotomy requests and support customer technical issues
- →Triage and schedule clinical inquiries to Genetic Counseling staff
- →Support the Sales team with account setup, kit/supply orders, and order processing
- →Respond promptly to customer inquiries and complaints regarding test samples and results
- →Perform customer verifications and escalate unresolvable issues as needed
- →Manage customer accounts and document all interactions
- →Assist with mentoring and training new employees
- →Comply with HIPAA policies and Natera procedures regarding patient privacy
Requirements
- ✓High School degree or equivalent required
- ✓Two- or Four-year undergraduate degree or certification preferred
- ✓At least 2 years of prior customer service experience
- ✓Knowledge of customer service principles and practices
- ✓Ability to analyze, escalate, or resolve customer questions within established protocols
- ✓Experienced with both phone and written customer support
- ✓Knowledge of administrative procedures and protocols
- ✓Intermediate proficiency with Microsoft Office and Google Suite apps
- ✓Excellence in attention to detail and organization skills
- ✓Ability to maintain professionalism when communicating with customers
- ✓Summary Bullets
- ✓Assist with processing test samples and communicating with customers
- ✓Support the Sales team with account requests and order processing
- ✓Manage customer accounts and document all interactions
- ✓Comply with HIPAA policies and Natera procedures
- ✓Provide training and mentorship to new employees
- ✓Resolve customer inquiries and complaints
- ✓Maintain professionalism in all customer communications
- ✓Requirement Bullets
- ✓High School degree or equivalent
- ✓2+ years of customer service experience
- ✓Knowledge of customer service principles
- ✓Experience with phone and written support
- ✓Proficiency with Microsoft Office and Google Suite
- ✓Attention to detail and organization skills
- ✓Professional communication skills
- ✓Benefit Bullets
- ✓Comprehensive health benefits
- ✓401(k) with company match
- ✓Generous paid time off
- ✓Additional wellness and work-life benefits
- ✓Free testing for employees and dependents
- ✓Fertility care benefits
- ✓Pregnancy and baby bonding leave
- ✓Commuter benefits
- ✓Employee referral program
