Customer Experience Associate
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Job Description
Customer Experience Associate at Natera assisting with customer inquiries and coordinating test sample processing. Engaging with medical professionals, patients, and staff in a remote setting.
Responsibilities:
- Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region.
- Communicate test status per protocol to respective customers.
- Resend and/or request the resending of issued test results.
- Schedule requests for mobile phlebotomy.
- Support and/or triage respective customer technical issues.
- Handle inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries.
- Perform customer verifications.
- Manage customers' accounts, document all interactions, communications, and actions taken.
- Familiarity with all genetic tests performed by Natera.
- Assist with mentoring and training new employees.
Requirements:
- High School degree or equivalent required.
- Two- or Four-year undergraduate degree or certification preferred.
- At least 2 years prior customer service experience.
- Multi-lingual skills are a strong plus.
Benefits:
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
- Free testing for Natera employees and their immediate families.
- Fertility care benefits.
- Pregnancy and baby bonding leave.
- 401k benefits.
- Commuter benefits.
- Generous employee referral program.
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