Client Services Specialist - Canada Team (PST) at Invitae

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LOCATION: Anywhere in the United States, preferred: West Coast (Remote)

LANGUAGES: Requirement - English, preferred: Bilingual Spanish speaker

SCHEDULE: Mon - Frid 9am - 6pm PST

We are seeking to add a Client Services Specialist to support our dynamic International Team servicing Canada West. 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, scheduling mobile phlebotomy, 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
  • Help troubleshoot system issues and/or educate providers and patients on processes for online access
  • Facilitate clients during the entire sample to report process from coordinating mobile phlebotomy draws for patients to 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
  • On a typical day, you can anticipate to work heavily through Salesforce on cases and doing phone and email outreach (60%), submitting Jira tickets for bugs and other lab inquiries such as turnaround time (5%), working closely with accessioning, data processing, CRM and sales teams to fix mistakes or issues that arise (15%), logged into phones (100%) (the volume of in-bound calls handled can usually equate to being on phones 1-3 hours per day give or take on the day or time of year), attend trainings and meetings (5%) and be able to manage workflow and communication through different applications and systems (15%), such as but not limited too: Slack, gmail, gchat, Jira, Salesforce. And on a monthly/weekly basis you can expect to complete competency and compliance quizzes to retain information and changes made to policies, processes and products offered
  • 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:
  • Extensive experience working in a client-facing, customer service role with a “white glove service” mentality
  • High preference for industry experience in healthcare, biotech, and/or life sciences
  • Account management or client relationship experience is a plus.  
  • Located in the U.S. and can commit to working 9am-6pm pacific standard hours Mon-Fri, but is also flexible to cover earlier shifts when needed
  • If bilingual, must be fluent in speaking, reading and writing in Spanish
  • Open to working some holidays, as needed to maintain region demand
  • Preference for experience in interacting with international clients, handling high call/email volume
  • 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, MediaLab, Confluence, Jira, Slack
  • 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. 

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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • 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

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 Perks + Benefits

Invitae 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
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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