[Hiring] Regional Customer Support Specialist @Natera

Role Description

The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division and provides world-class service to customers consisting of medical professionals, patients, and cross-functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.

• Respond promptly to internal and external customer inquiries.
• Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow-ups.
• Build rapport with accounts, patients, and Sales to resolve missing information in a timely manner, ensuring TAT is met.
• Communicate delays and cancellations to customers and help facilitate redraw of samples as needed.
• Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution.
• Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.
• Special projects and other duties may be assigned to meet business needs.
• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Must maintain a current status on Natera training requirements.

Qualifications

• Two-year degree and/or 2-5 years of related experience, undergraduate degree preferred.
• Skilled specialist, completes tasks in a resourceful and efficient manner.
• Advanced professional growth education.
• Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training, and security training as soon as possible but not later than the first 30 days of hire.

Requirements

• Excellence in de-escalating customer behavior.
• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.
• Problem analysis and problem-solving skills.
• Adaptability to change and self-starter.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Knowledge of numeric, oral, and written language applications.
• Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar.
• Excellence in attention to detail and critical thinking.
• Ability to maintain professionalism during highly escalated situations.

Preferred Skills and Experience

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
• Problem analysis and problem solving.
• Data collection and maintenance.
• Bilingual is a plus.

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.
• Natera employees and their immediate families receive free testing in addition to fertility care benefits.
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits, and much more.
• Generous employee referral program.