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Responsibilities:
- Coordinates and processes advanced inquiries, requests, and service transactions, ensuring accurate documentation and timely resolution in accordance with company procedures.
- Investigates and resolves non-routine or escalated customer issues, referring matters that fall outside established parameters to supervisors or appropriate departments.
- Applies detailed knowledge of products, systems, and workflows to assist customers and support internal teams.
- Monitors service activity to identify recurring issues or opportunities for process improvements and reports findings to supervisors.
- Assists with updates to departmental procedures, reference materials, and training documentation to ensure consistency and accuracy in customer service practices.
- Supports cross-functional communication by relaying relevant information between customer service, sales, operations, and other internal departments.
- Provides guidance and procedural assistance to junior team members on standard service processes and customer handling techniques.
- Maintains compliance with quality, accuracy, and performance standards while meeting defined productivity goals.
Required Qualifications:
- High School Diploma or equivalent with 4+ years of applicable experience or BS/BA + 2 years of applicable experience OR internal candidates with 2+ years of relevant GRAIL experience may also be considered based on demonstrated experience and capabilities aligned with the role.
- Previous experience using Salesforce.
Preferred Qualifications:
- Bachelor’s degree preferred.
- Experience in a call center with inbound/outbound calls.
- Proficiency in MacOS
- Experience using Google Workspace
- Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include: Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189) and Protected health information (e.g. HIPAA, GDPR)
- Office or call center environment with frequent computer and telephone use.
At GRAIL, we believe in recognizing and rewarding the contributions our employees make to our mission and success. In addition to base pay, this role may be eligible for additional compensation, including an annual bonus and/or other incentives, in accordance with applicable plans and the company's discretion. The posted range reflects our good-faith estimate of the base pay we expect to offer for this position at the time of hire. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and other relevant considerations.
At GRAIL, we invest in the health, well-being, and future of our employees and their families. Employees in this role are eligible for a comprehensive and competitive benefits package designed to support what matters most, including flexible time off or vacation, a 401(k) retirement plan with employer match, medical, dental, and vision coverage, and thoughtfully selected well-being programs. Benefits are offered in accordance with applicable plans and policies.
GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at [email protected] if you require an accommodation to apply for an open position.
GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Skills Required
- High school diploma or equivalent plus 4 or more years of applicable experience
- Alternatively, a bachelor's degree plus 2 or more years of applicable experience
- Internal candidates may qualify with 2 or more years of relevant GRAIL experience and demonstrated capabilities
- Previous experience using Salesforce
- Bachelor's degree
- Experience handling inbound and outbound calls in a call center
- Proficiency with macOS
- Experience using Google Workspace
- Knowledge of applicable regulatory standards, including CAP, CLIA, NYSDOH, ISO 15189, HIPAA, and GDPR
- Experience in an office or call center environment with frequent computer and telephone use
What the Team is Saying
What We Do
GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is using the power of high-intensity sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop and commercialize pioneering products.
Why Work With Us
Everything we do is guided by our mission to detect cancer early, when it can be cured. It’s the reason we’re here, and it’s no small task. The right people make all the difference. That’s why we’re looking for those who strive to share their knowledge, contribute their skills, inspire each other and commit to something bigger than themselves.
Gallery
GRAIL Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
GRAIL has a variety of work types depending on the roles. Some roles are onsite like a lab role, some are fully remote like our Galleri Sales Consultant roles. Others are hybrid with 3 days onsite.
