Customer Experience Associate

Job Summary

Working remotely on a temporary basis, the Customer Experience Associate will engage with internal and external customers to gather necessary information for processing test samples, communicate test statuses, and resolve inquiries regarding account requests and sample delays.

Key responsibilities:

• Partner with customers via phone and digital channels to secure missing information for test sample processing
• Manage customer inquiries and escalations, ensuring timely resolution of issues related to test samples and results
• Document all customer interactions and maintain compliance with HIPAA policies regarding patient information

Required qualifications:

• High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred
• At least 2 years of prior customer service experience
• Multi-lingual skills are a strong plus
• Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred