Client Services Specialist - Brazil Team (EST)

+80 more | Remote
Sorry, this job was removed at 5:29 p.m. (CST) on Monday, October 18, 2021
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

REQUIREMENT: Brazilian Portuguese is a must, in addition to fluent English

SCHEDULE: Monday-Friday 7am-4pm EST

LOCATION: Anywhere in the U.S.A: This position is fully remote! 

We are seeking to add a Client Services Specialist to support our dynamic International Team, and specifically the partnership/clinical trials in Brazil. This individual will be on the front-lines responding to a variety of inquiries from our International healthcare providers and patients.  Some tasks would include, but not limited to: educating clients on our policies and processes, how to place an order, coordinating shipping logistics and clearing customs, answering billing questions or collecting payment, and resolving any order processing or systems issues. The individual will be expected to work cross-functionally across many departments such as sales, billing, client relationship managers, and lab teams in order to best serve our clients. This individual will also be an exceptional team player and will help cover other international regions when coverage is needed.

What you will do:

  • Be well-versed in all Invitae products, processes and policies in order to respond clearly to customer inquiries over the phone or email
  • Liaise with our clients and third party partners in order to get kits to our clients and have samples picked up from them
  • Work closely with the Partnership team to ensure customer issues are addressed, and to ensure utmost client satisfaction with the entire Invitae experience
  • Help troubleshoot system issues and/or educate providers and patients on processes for online access
  • Facilitate clients during the entire sample to report process such as  updating clients about the status of orders to ensuring test results are sent in a timely manner
  • Work closely with the sales team and client relationship management team to ensure utmost client satisfaction with the entire Invitae experience
  • Adopt a mindset of continuous process improvements that will enhance internal processes and client satisfaction
  • This position does require the ability to answer telephone calls throughout the work day
  • Expect that overtime will sometimes be needed in order to resolve an urgent and time sensitive issue or order, or to help maintain region demand and case volume

Who you are:

  • Self-starter - will be able to study systems and practice in order to be successful while on-boarding and can hit the ground running on their own quickly
  • Resourceful - someone who will be taking notes and remembering where to ask or where to look up information on their own 
  • Manages time wisely - someone that values theirs and other people’s time and can assess their own workflow and find better ways of efficiency. Can also work with little to no supervision in order to get everything they need to get done and in a timely fashion
  • Collaborative - someone who is great at working within a team and collaborating on information, training and/or improvements to SOPs
  • Urgency - the most successful candidate will be confident, display a sense of urgency to get things done, know how to prioritize their work, have follow-through and remains calm but thrives under pressure when pressing issues arise
  • Customer Experience - will be able to provide a high level of customer empathy and service by phone or email, and will follow-through on promises made

Required Experience and Skills:

  • 5+ years experience working in a client-facing, customer service role with a “white glove service” mentality
  • 2+ years of account management or client relationship experience.  Preference on being able to run Salesforce reports and identify regional trends.
  • Fluent in speaking, reading and writing English and Brazilian Portuguese
  • Located in the U.S. and can commit to working 7am-4pm EST, but is also flexible to cover later shifts when needed (such as pacific standard hours)
  • Open to working some holidays, as needed to maintain region demand
  • Preference for experience in interacting with international clients, handling high call/email volume
  • Preference for experience in handling customs issues and international shipping
  • Preference for industry experience in healthcare, biotech, and/or life sciences
  • Exceptional oral and written communication skills
  • Excellent organizational and multitasking capabilities
  • Can problem-solve and exercise critical thinking in a dynamic and rapidly changing environment
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce Lightning
  • Must be able to travel 2-3 times per year for required CS Training

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. 

#LI-REMOTE

More Information on Invitae
Invitae operates in the Analytics industry. The company is located in Austin, TX, Colorado, CO, San Francisco, CA and Woodbridge, NJ. Invitae was founded in 2010. It has 1800 total employees. It offers perks and benefits such as Open door policy, OKR operational model, Team based strategic planning, Open office floor plan, Flexible work schedule and Remote work program. To see all 17 open jobs at Invitae, click here.
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about InvitaeFind similar jobs