Client Service Representative II - PG

Help us change lives

At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Client Service Representative II will establish professional and responsive relationships with customers to ensure total customer satisfaction and continued business. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Customer Service Representative II will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

Essential Duties

Include, but are not limited to, the following:

• Competent in all Client Service Representative I responsibilities.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Greet and direct all company visitors.
• Respond to client inquiries.
• Direct the client to the correct person/department if handling the query is beyond her/his authority/ability.
• Enter/scan all relevant patient/institutional data into database(s) and ensure accuracy.
• Staff TeamSupportchat feature and resolve tickets.
• Triage technical IT issues that clients have with portal/website.
• Assist in special tasks; Concert test updates, Library Liaison, reporting of special projects.
• Assist in training new colleagues.
• Process and report (portal/email/fax/mail) all patient test results.
• Submit DNA requests and forward add on orders to SP Lab.
• Create data CDs.
• Ensure customer satisfaction and provide professional customer support.
• Strong interpersonal and customer service skills.
• Knowledge of customer service principles and practices.
• Listening skills.
• Problem analysis and problem-solving skills.
• Time management skills.
• Ability to multitask.
• Attention to detail and responsiveness.
• Respect for and ability to maintain professionalism.
• Ability to maintain confidential information.
• Strong organizational skills.
• Interest in promoting teamwork, collaboration, and consensus-building.
• Ability to learn new skills and techniques.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work designated schedule.
• Respect for and ability to maintain professionalism.
• Ability to maintain confidential information.
• Strong organizational skills.
• Interest in promoting teamwork, collaboration, and consensus-building.
• Ability to learn new skills and techniques.
• Visual acuity is required to view the computer screen and patient records.
• The physical ability to stand and/or sit for up to 50 minutes during each hour is necessary in order to perform computer tasks.
• Hearing acuity is required to communicate with clients.
• Ability to maneuver throughout the building is necessary to access computers, printers, offices, laboratories, and personnel.
• The Client Service Representatives will work within standard office areas.

Minimum Qualifications

• High school diploma, general education degree or equivalent.
• 3 yrs of experience.
• Experience with Microsoft Office Software.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Technical school or college coursework preferred.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.