We are seeking to add a Lead for our Customer Support Training team. We are looking for team members who are passionate about facilitating and planning onboarding and ongoing training and development for our customer facing support teams in a fast paced, evolving environment. You believe that with the right tools, training and guidance, anyone can achieve a high level of performance. You have enlisted in our mission and vision and want to be part of a great team of people who believe that everyone should have access to genetic testing.
What you will do:
Provide leadership support for a team of trainers and quality assurance specialists
Be well-versed in all Invitae products, processes and policies.
Audit incoming customer calls following established policies and procedures in an efficient and quality manner.
Audit work generated through email, work queues, and customer calls/chats. Ensure customer interactions are completed accurately (utilizing established policies and procedures) to maximize efficiencies, minimize customer delays, and to drive strong customer satisfaction.
Ensure consistency in the delivery and application of training standards.
Conduct needs assessments, track trends, and partner with the leadership team to identify training and coaching opportunities.
Identify opportunities for improvement and enhancement at both the individual contributor level as well as the process (Standard Operating Procedure) and systems level.
Act as a liaison between Client Services and Commercial Training to identify, target and improve training and performance.
Assist with identifying and implementing process improvement ideas with Client Services Leads.
Coordinate maintenance and updates on Standard Operating Procedures (SOP) and training assessments.
Demonstrate strong knowledge of Invitae’s customer service tools and frameworks including LAER and the exploratory process in order to improve customer service
Establish and manage deadlines for completing assignments and assessments.
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 your own quickly
Resourceful - someone who will be taking notes and remembering where to ask or where to look up information on their own
An expert at time management - 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
Urgent - 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 Focused - expects and understands a high level of customer empathy and service by phone or email.
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. 2+ years prefered for industry experience in laboratory, healthcare, biotech, and/or life sciences
Preferred understanding of genetics
Exceptional oral and written communication skills
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, Guru and Confluence.
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.