Customer Service Specialist (Sample Management) #4804

Join our dynamic team in our mission to enhance lives through active listening, innovative solutions, and crafting unparalleled customer journeys. As a Customer Service Specialist (CSS) at GRAIL, you'll be at the forefront of customer interactions, embodying our commitment to excellence. As the primary touchpoint for our valued customers, you'll expertly address inquiries related to our cutting-edge lab services, pricing, procedures, and timelines. Engaging through diverse channels such as phone, email, fax, and live chat, you'll harness your deep understanding of GRAIL to elevate customer satisfaction. Your role as a CSS is pivotal in our dedication to delivering extraordinary service in the realm of cancer care, truly impacting each customer's unique journey.

Step into a crucial role where you'll break down intricate technicalities into easily understandable language for our customers. Your day will involve helping customers grasp the real-world benefits and applications of GRAIL's products. While doing so, you'll actively listen and adapt solutions to suit individual needs.

You'll become a pro at resolving conflicts, ensuring smooth communication between customers and our internal teams. Our CRM will be your toolkit for meticulously recording interactions, whether you're responding to incoming queries or taking the initiative to connect with medical professionals for prompt issue resolution.

Owning each customer interaction, you'll be the go-to for accurate documentation in our systems. Your solid understanding of laboratory operations will complement your proactive approach, resulting in interactions that are concise, yet packed with valuable information. Exemplifying our values, you'll handle conflicts with poise and escalate matters as required.

Flexible - MPK or RTP (3 days in office)  - This is a hybrid role based in either Menlo Park, CA (moving to Sunnyvale, CA in Fall 2026) or Durham, NC. 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.

Responsibilities:

• Provide advanced support for activities across business areas or groups

• Review all documentation related to the work area and collaborates with stakeholders to identify areas for process improvement

• Contribute towards best practice methods and procedures on new assignments

• Work on assignments requiring considerable judgment and initiative 

• Understand implications of work and makes recommendations for solutions

• Gather and analyzes information to identify and solve problems that arise with minimal guidance 

• Use knowledge of team interdependencies to impact achievement of objectives 

• Develop specialized skills through job-related training and considerable on-the-job experience 

• Apply in-depth skills and understanding in multiple processes and procedures to carry out assignments or developed skills in a single area

• Impact own team and other teams whose work activities are closely related

• Suggest improvements to existing processes and solutions to improve the efficiency of the team

• Network with peers and internal partners and may interact across functional area

• Informal team leader, providing work direction to others

• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

Required Qualifications:

• High School Diploma or equivalent with 4+ years of applicable experience or BS/BA + 2 years of applicable experience.

Preferred Qualifications:

Previous experience using Salesforce

Proficiency in MacOS

Experience using Google Workspace

Physical Demands & Working Environment:

• Hours and days may vary depending on operational needs.

• Standing or sitting for long periods of time may be necessary.

• Some lifting (up to 25 pounds) may be necessary

• Ability to travel as required