Client Services Specialist - Account Team (CST) at Invitae (Formerly ArcherDx)

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SCHEDULE:  Mon - Fri, traditional CST hours 

Location: Remote 

Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people. Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life.  

Our team is expanding rapidly and we’re looking for people who are passionate about helping improve healthcare to join us. 

We are looking to add a customer-focused and innovative individual to our dynamic and rapidly expanding Client Services Team. This individual will be on the front-lines fostering relationships with existing customers, resolving missing information or lab processing issues, and responding to a variety of inquiries from healthcare professionals and patients. The individual will be expected to work cross-functionally across many departments such as the client relationship managers, field sales, on demand client service specialists, operations, and more in order to best serve client needs. 

What you'll do:
  • Be well-versed in all Invitae products, processes, and policies in order to respond accurately to customer inquiries over the phone or email
  • Facilitate clients during the entire sample to report process from sending collection kits and arranging phlebotomy draws, to updating ordering clinicians about the status of their order
  • Be the primary point of contact for the ordering healthcare providers supported in your region and their patients
  • Address all questions, feedback, missing information, sample failures, and order delays in a timely manner
  • Be proactive and committed to identifying areas for process improvements that will enhance client satisfaction
  • Work closely with the client relationship management team and the sales team to ensure customer issues are addressed, and to ensure utmost client satisfaction with the entire Invitae experience
What you bring:
  • 2+ years experience working in a client-facing role with a company that is “customer obsessed”
  • Exceptional oral and written communication skills
  • High level of emotional intelligence, customer empathy, and active listening skills
  • Demonstrates curiosity and exploratory skills
  • Excellent organizational and multi-tasking capabilities
  • Enjoys problem-solving and thinks outside the box
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce
  • Industry experience in biotech, life sciences, and/or health care is a plus
  • Experience with reporting in Salesforce or Tableau is a plus

By joining Invitae, you’ll work alongside some of the world’s experts in genetics and healthcare at the forefront of genetic medicine. We’ve created a culture that empowers our teams and our teammates to have the biggest impact and to explore their interests and capabilities. We prize freedom with accountability and offer significant flexibility, along with excellent benefits and competitive compensation in a fast-growing organization. 

Join us. 

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.

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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
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    • SqlLanguages
    • D3JSLibraries
    • jQuery UILibraries
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    • MongoDBDatabases
    • PostgreSQLDatabases

Location

Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

An Insider's view of Invitae (Formerly ArcherDx)

What’s the vibe like in the office?

Collaborative - when I walk through the Invitae office at any time of day, I can see cross-functional collaboration in action. Our team members are constantly connecting in structured and unstructured meetings to solve problems and achieve goals.

Sarah

Corporate Recruiter

How do you collaborate with other teams in the company?

Collaboration between functional groups is key to the Logistics team's success at Invitae. Working closely with Sales, Manufacturing, Assay Development, Customer Support, Finance and QA allows us to provide better customer service by improving our processes, troubleshoot, brainstorm new ideas, learn from each other and share our best "dad" jokes.

Judy

Logistics Manager

How do you empower your team to be more creative?

Creativity requires a break from the routine and the screen. Here at Archer the team gets creative through walks to the food trucks, lunch runs, climbing gym sessions or a few end of the week craft brews. Some of our best algorithms were developed or refined on the climbing gym mat.

Aaron

VP of Bioinformatics and Commercial Development

What are Invitae (Formerly ArcherDx) Perks + Benefits

Invitae (Formerly ArcherDx) Benefits Overview

At Invitae, our employees are the key to our continued success. Our culture is one of our most important strengths. A set of commitments we make to each other and to our customers to build a world-class organization in service of our mission. That is why Invitae proudly offers comprehensive perks and benefits program with choice and flexibility in mind.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Archer hosts company outings Semi-annually.
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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