A hybrid Customer Success role at GRAIL.
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Original listing text, shown exactly as published by the company.
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Respond to internal and external stakeholder calls, emails, and chat inquiries, providing accurate information on products, services, policies, and procedures in GRAIL’s customer relationship management (CRM) software.
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Independently resolve routine to moderately complex issues, using judgment within established guidelines.
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Process internal and external requests such as account creation, order changes, account updates, and troubleshooting steps.
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Document and track customer interactions in service systems to maintain accurate records.
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Escalate complex or high-impact issues to senior coordinators or supervisors, ensuring smooth handoff.
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Provide feedback on recurring issues or customer pain points to improve processes and customer experience.
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Meet or exceed service performance metrics including response times, quality scores, and customer satisfaction ratings.
Adaptability and Growth Expectation
As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
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Participating in cross functional projects and initiatives.
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Adapting to new technologies, processes, or methodologies.
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Supporting other departments or teams during periods of high demand.
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Contributing to special projects or temporary assignments as needed.
These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
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High school diploma or equivalent.
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Strong interpersonal and communication skills with the ability to handle customer concerns calmly and effectively.
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Proficiency in using customer service software, ticketing systems, and common office applications.
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Problem-solving ability to assess customer needs and identify solutions within established procedures.
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Strong organizational skills and attention to detail.
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Ability to work both independently and collaboratively in a team environment.
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Office or call center environment with frequent use of computer, headset, and telephone.
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May require flexible scheduling, including evenings or weekends, depending on business needs.
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Frequent interaction with customers, requiring patience, empathy, and professionalism.
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Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
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Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
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Protected health information (e.g. HIPAA, GDPR)
PHYSICAL DEMANDS / WORKING ENVIRONMENT
GRAIL
Customer Success
18 open roles on Sydicom
GRAIL is a healthcare company dedicated to the early detection of cancer. They develop innovative liquid biopsy technology, including the Galleri test, to identify multiple cancer types from a single blood sample.
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