Customer Service Representative

We are looking for a Customer Service Representative to provide exceptional service and support to BillionToOne's customers. The Customer Service Representative holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and bilingual in Spanish and English. Spanish fluency is essential to effectively assist our diverse customer base and ensure a seamless patient and client experience. The Customer Service Representative is an onsite position, located in our brand new, state-of-the-art, 90,000 square foot facility in Union City, CA, and will report to our Client Services Manager.

Working hours are Monday-Friday, 8:00 AM to 5:00 PM PT.

Responsibilities:

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience.
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients.
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage.
• Keep precise and clear documentation of all communications and follow-up activities.
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results.
• Contact physicians and other medical personnel to obtain missing information from test orders.
• Enter and qualify new customer information into CRM and LIMS systems.
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes.
• Participate in cross-functional projects that extend beyond routine responsibilities to contribute to building a world-class Customer Service organization.
• Represent the organization during intra-department meetings or All Hands meetings as needed.

Requirements:

• 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus).
• 4-year college degree (or equivalent in experience).
• Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus.
• Advanced organizational skills with the ability to handle multiple assignments simultaneously.
• Ability to work in a very fast-paced, demanding environment.
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences.
• Passion for creating a delightful experience for internal and external customers.
• Ability to analyze complex situations independently and implement appropriate solutions.
• Spanish language fluency is essential for this position.

Benefits And Perks:

• Working with a team of 'superstars' who bring out the best in everyone
• An open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands of patients
• Free daily on-site lunches provided by top eateries
• Latest and greatest hardware (laptop, lab equipment, facilities)
• A variety of perks on campus (state-of-the-art gym, fully-stocked cafeteria)
• Free on-site EV charging (compatible with all EVs, including Tesla)

At BillionToOne, we are proud to offer a combination of (1) competitive base pay, (2) generous equity options offering, (3) corporate bonus program, on top of (4) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).

For this position, we offer a total compensation package of $87,611 per year, including a base pay of $72,828 per year.

BillionToOne is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.