[Remote] Client Services Associate

Note: The job is a remote job and is open to candidates in USA. Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. The Client Services Associate plays a pivotal role in delivering an exceptional client and patient experience, resolving inquiries and driving process improvements within their assigned territory.

Responsibilities

• Serve as the primary point of contact for escalated or complex client inquiries, responding promptly and professionally via phone, email, and web
• Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction
• Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS
• Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes
• Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment
• Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions
• Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy
• Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively

Skills

• High school diploma or equivalent required, along with relevant experience
• 0-2+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors is highly preferred
• Proven proficiency using Salesforce.com and Microsoft Office Suite
• Excellent written and verbal communication skills
• Strong computer skills, preferably in a Mac environment
• Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline
• Experience working effectively in a collaborative team environment
• Flexibility regarding working hours based on operational needs
• Bachelor's degree preferred
• Bilingual in English and Spanish is a plus

Company Overview

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