Monday - Friday

Location: Romania, The Netherlands, other countries in Europe (Remote).

Languages: Romanian and English. Additional European languages are a plus. No Sponsorship provided.

Start date: ASAP

Invitae is a rapidly growing medical genetics company whose mission is to bring comprehensive genetic information into mainstream medicine to improve the quality of healthcare for billions of people.

We are a multidisciplinary company executing a novel business model in a highly technical, highly regulated, and overly complex industry against a backdrop of rapid and disruptive technological advancement. Patients are at the center of everything we do, while we continually seek to improve and grow in efficiency and strive to produce consistent and reliable results.

At Invitae, we’re building an organization that can continuously innovate at scale. Equally importantly, we’re building a company where we love to work. As a team, we pride ourselves in having a diverse group of individuals who collaborate and work well together so that we can learn and grow from one another. We rely on each other to work with a sense of urgency and with a goal of putting the team above the individual.

As you join team Invitae, you are expected to help us grow and modify our culture over time, and most importantly, to challenge us when we are not living up to it. It’s important to keep in mind that we craft and maintain our culture to serve our mission, and we will adjust our culture from time to time to optimize the pursuit of that mission.

About The Role

To pursue our shared mission and help Invitae grow, we are looking for a Client Services Specialist Eastern Europe. 

You will support our dynamic EMEA Team servicing Eastern Europe and be on the front-lines responding to a variety of inquiries from our International healthcare providers and patients.  We expect you to be an exceptional team player who will go that extra mile when needed, for example covering for other international regions outside your scope if necessary, or rolling up your sleeves to resolve urgent and time sensitive issues, no matter what it takes. This position does require the ability to answer telephone calls throughout the work day.

What You'll 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;
• 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.

What You’ll Need

• 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 Romanian. Additional languages to support the Eastern European territory are highly desirable
• 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.

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;
• Sense of 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.

Interested in this position? Please apply online by sending us your CV in English

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. 

Invitae retains your application data for 12 months to process your job application and produce anonymised monitoring statistics. After 12 months, your data will automatically be deleted. In addition, you have the right to request your personal data be deleted, updated or removed at any time. You also have the right to have a copy of the information Invitae holds about you. You can make such requests by emailing [email protected]. 

Get to know us!

Do you want to know more about us and how we are changing the genetics industry? 

• Visit our website Invitae.com
• Check out Invitae’s YouTube Channel
• Follow us on Twitter, Facebook or Instagram
  

/!\ Staffing and Recruiting Agencies /!\

Contact from Staffing and Recruitment Agencies are not appreciated and will be automatically disregarded. Our vacancies are only intended for individuals. Staffing and recruiting agencies and individuals being represented by an agency will be considered unsolicited. We do not accept unsolicited CVs or applications from agencies other than preferred suppliers. 

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