[Hiring] Client Services Associate I @BillionToOne

Role Description

We are looking for a Client Services Associate I - Spanish, Prenatal (Temporary) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization. The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and patient-centric. The Client Services Associate I is a temporary full-time remote position and reports to the Client Services Manager. Working hours may be Monday–Friday, between 5:00 AM to 5:00 PM PT based on business needs.

Responsibilities

• Engage clients through proactive outreach to obtain missing information needed to process and report test orders while delivering a personalized customer experience.
• Provide patient support by inbound calls or tickets addressing questions related to test results, patient portal access, and other inquiries, ensuring a seamless and positive patient experience.
• Manage a queue of cases requiring follow-up and follow a scheduled contact cadence until resolved.
• Document all communications, follow-up attempts, and resolution details clearly in CRM and LIMS systems.
• Update customer and order information in internal systems.
• Resolve approximately 40–60 cases per day while maintaining quality and accuracy.
• Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients as needed.
• Collaborate with laboratory, data entry, sales, billing, and support teams to ensure accurate order processing and timely reporting.
• Identify recurring issues or workflow gaps and escalate trends appropriately.
• Support process improvements and cross-functional tasks as needed.

Qualifications

• Bilingual Spanish proficiency.
• Prior client-facing experience in customer service, inside sales, call center, or a similar role.
• 4-year college degree or equivalent experience.
• Experience working in a fast-paced, high-volume environment with outbound call responsibilities.
• Excellent verbal and written communication skills.
• Strong attention to detail and accurate documentation.
• Ability to learn quickly, navigate systems, and resolve issues independently.
• Passion for providing a positive customer experience.

Nice-To-Haves

• Experience with CRM tools such as Salesforce, Zendesk, or similar systems.
• Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.
• Experience managing inbound/outbound call queues or scheduled follow-up cadences.

Benefits

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients.
• Open, transparent culture that includes weekly Town Hall meetings.
• The ability to indirectly or directly change the lives of hundreds of thousands patients.
• Latest and greatest hardware (laptop, lab equipment, facilities).
• Daily on-site lunches provided from top eateries.
• A variety of perks on campus (state of the art gym, fully stocked kitchen with snacks, drinks, etc.).
• Free on-site EV charging (compatible with all EVs, including Tesla).
• For this position, we offer a base pay of $28.90 per hour.