Join the Mission to Revolutionize Cancer Care at Blithequark
Blithequark is a pioneering healthcare company dedicated to detecting cancer early, when it can be cured. We're on a mission to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. Our team of scientists, engineers, and physicians is united in the pursuit of overcoming one of medicine's greatest challenges. We're now seeking a highly skilled and customer-centric Customer Service Coordinator to join our team and contribute to the success and growth of Blithequark.
About Blithequark
Blithequark is a multi-disciplinary organization headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. We're supported by leading global investors and pharmaceutical, technology, and healthcare companies. Our innovative approach combines next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to advance early cancer detection.
Job Summary
We're looking for a talented Customer Service Coordinator (CSC) to deliver exceptional service experiences to our customers. As a CSC, you will interact with and support customers through various communication channels, expertly guide people to successful outcomes, troubleshoot issues, complete tasks that address customer needs, and document interactions. This position requires attention to detail, excellent written and verbal communication skills, and flexibility regarding tasks and schedule.
Key Responsibilities
- Customer Interaction & Support:
- Handle incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g., phone, email, chat, fax, etc.)
- Provide accurate information and expertly guide people to achieve their task or goal
- Address customer issues, troubleshoot, and follow-through to ensure full resolution
- Perform assigned daily tasks that support customer satisfaction. Be present and on-time.
- Documentation:
- Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices
- Use Salesforce.com and other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the future
- Document interactions during scheduled working hours
- Product Knowledge & Service Standards:
- Stay informed and knowledgeable about Blithequark products, services, processes, and procedures, and use that knowledge to address customer needs
- Provide accurate information and guidance to customers based on their needs
- Meet performance metrics and service level agreements (SLAs)
- Strive to achieve high levels of customer satisfaction and ease of doing business with Blithequark
- Team Collaboration:
- Collaborate with colleagues to share knowledge and solutions that help everyone be their best
- Participate in team meetings and training sessions, and complete all required training on time
- Escalate complex problems to senior team members or supervisors
- Be flexible in-role, performing tasks and assisting colleagues within Customer Service as needed
- Communication:
- Clearly and effectively communicate with customers and colleagues
- Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions
- Embody Blithequark values and communicate with others in accordance with these standards
- Report customer and employee feedback to help improve products, services, and processes
Requirements and Qualifications
Essential Qualifications:
- Education: High school diploma or equivalent, with 1-2 years of applicable customer service experience; or Associate's or Bachelor's degree (BS/BA) with 1 year of experience required
- Experience: At least one year of experience in Life science / biotech / lab / healthcare providing customer support
- Hard Skills:
- Ability to type at least 60 words per minute with minimum 98% accuracy
- Strong computer, internet, and software operation skills
- Soft Skills:
- Excellent communication and interpersonal skills
- Strong attention to detail and willingness to ask questions to get to the right solution
- High degree of accountability and follow-through on assigned tasks and commitments
- Coachability and aptitude to accept and apply constructive feedback in a professional manner
- Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth
- Ability to thrive working independently as well as within a highly-collaborative team environment
Preferred Qualifications:
- Experience:
- Proficiency in MacOS
- Hands-on usage of Salesforce.com customer relationship management (CRM) software
- Hands-on usage of other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, Slack, etc.
- Track record of working efficiently and responsibly in a remote work environment
- Experience in customer service call center
- Past work in a fast-paced, high-growth company
- Bilingual proficiency- Spanish
What We Offer
At Blithequark, we're committed to creating a work environment that is engaging, challenging, and rewarding. Here are some of the benefits and perks we offer:
- Competitive Salary: The expected, full-time, annual base pay scale for this position is $41K-$48K Total Base Pay Range. Actual base pay will consider skills, experience, and location.
- Bonus and Incentive Plans: Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.
- Progressive Benefits: Blithequark offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.
- Remote Work: This is a full-time role that can be remote US-based or hybrid at Menlo Park, CA, or Durham, NC.
- Opportunities for Growth: We're committed to the growth and development of our colleagues. We offer training and development opportunities to help you achieve your career goals.
Our Culture and Values
At Blithequark, we're passionate about our mission to revolutionize cancer care. We value a culture of innovation, collaboration, and customer-centricity. We're committed to creating a work environment that is inclusive, diverse, and respectful. Our values include:
- Customer-Centricity: We're dedicated to delivering exceptional service experiences to our customers.
- Innovation: We're committed to innovation and continuous improvement.
- Collaboration: We believe in the power of collaboration and teamwork.
- Diversity and Inclusion: We value diversity and inclusion and strive to create a work environment that is respectful and inclusive of all colleagues.
How to Apply
If you're a motivated and customer-centric professional looking to join a team that's making a difference in the fight against cancer, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
Blithequark is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Blithequark maintains a drug-free workplace.
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