Client Service Support II at Invitae

Remote

Invitae is a leading medical genetics company trusted by millions of patients and their providers to deliver timely genetic information using digital technology. We aim to provide accurate and actionable answers to strengthen medical decision-making for individuals and their families. Invitae's genetics experts apply a rigorous approach to data and research, serving as the foundation of their mission to bring comprehensive genetic information into mainstream medicine to improve healthcare for billions of people.

Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people. Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life.

Our team is expanding rapidly and we’re looking for people who are passionate about helping improve healthcare to join us.

We are looking to add a customer-focused and innovative individual to our dynamic and rapidly expanding Client Services Team. This individual will be on the front-lines fostering relationships with existing customers, resolving missing information or lab processing issues, and responding to a variety of inquiries from healthcare professionals and patients. The individual will be expected to work cross-functionally across many departments such as the client relationship managers, field sales, on demand client service specialists, operations, and more in order to best serve client needs.

Location: Remote

Schedule: Monday - Friday, 8:00am - 5:00pm PST

What you will do:

Be well-versed in all Invitae products, processes, and policies in order to respond accurately to customer inquiries over the phone or email
Facilitate clients during the entire sample to report process from sending collection kits and arranging phlebotomy draws, to updating ordering clinicians about the status of their order
Be the primary point of contact for the ordering healthcare providers supported in your region and their patients
Address all questions, feedback, missing information, sample failures, and order delays in a timely manner
Be proactive and committed to identifying areas for process improvements that will enhance client satisfaction
Work closely with the client relationship management team and the sales team to ensure customer issues are addressed, and to ensure utmost client satisfaction with the entire Invitae experience

What you bring:

1+ years experience working in a client-facing role with a company that is “customer obsessed”
Exceptional oral and written communication skills
High level of emotional intelligence, customer empathy, and active listening skills
Demonstrates curiosity and exploratory skills
Excellent organizational and multi-tasking capabilities
Enjoys problem-solving and thinks outside the box
Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce
Industry experience in biotech, life sciences, and/or health care is a plus
Experience with reporting in Salesforce is a plus or Tableau is a plus

This salary range is an estimate, and the actual salary may vary based on a wide range of factors, including your skills, qualifications, experience and location. This position is eligible for benefits including but not limited to medical, dental, vision, life insurance, disability coverage, flexible paid time off, Spring Health, Carrot Fertility, participation in a 401k with company match, ESPP, and many other additional voluntary benefits. Invitae also offers generous paid leave programs so you can spend time with your new child, recover from your own illness or care for a sick family member.

USA National Pay Range

$21.25—$26.54 USD

Please apply even if you don’t meet all of the “What you bring” requirements noted. It’s rare that someone checks every single item, it’s ok, we encourage you to apply anyways.

Join us!

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

We truly believe a diverse workplace is crucial to our company's success and to better serve our diverse patients. Your input is especially valuable. We’d greatly appreciate it if you can take a quick moment to make your selection(s) below. Submissions will be anonymous.

You can find a detailed explanation of our privacy practices here.

Invitae is hiring a

Client Service Support II

What you will do:

What you bring:

This job is no longer available