Regional Customer Support Specialist

Natera - San Carlos, CA

Full-time - Mid Level

San Carlos, CA

Ambulatory Health Care Services

About the position

The Regional Customer Support Specialist at Natera plays a crucial role in supporting the Oncology division by providing exceptional service to medical professionals, patients, and internal teams. This position focuses on ensuring a smooth ordering process and timely reporting of results, requiring strong independent work, multitasking, and critical thinking skills to resolve customer issues effectively.

Responsibilities

• Respond promptly to internal and external customer inquiries.
• Serve as the lead contact for accounts and Sales, documenting all interactions and follow-ups.
• Build rapport with accounts, patients, and Sales to resolve missing information in a timely manner, ensuring turnaround time (TAT) is met.
• Communicate delays and cancellations to customers and facilitate redraw of samples as needed.
• Research and resolve escalated issues, clearly communicating the root cause and resolution to customers.
• Familiarity with all oncology tests performed by Natera, including samples needed and required patient health information.
• Complete special projects and other duties as assigned to meet business needs.

Requirements

• Two-year degree and/or 2-5 years of related experience; undergraduate degree preferred.
• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.
• Problem analysis and problem-solving skills.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar.
• Ability to maintain professionalism during highly escalated situations.

Nice-to-haves

• Experience with Salesforce ServiceCloud and laboratory information management systems.
• Bilingual is a plus.

Benefits

• Commuter assistance
• Health insurance
• Dental insurance
• 401(k)
• Vision insurance
• Referral program