Customer Service Specialist (Sample Management) #4966

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in the Bay Area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit grail.com The Customer Service Specialist provides advanced operational support within the customer service function, coordinating daily activities and resolving complex service requests from internal and external stakeholders in accordance with established policies and procedures. This role requires a strong understanding of company products, services, and systems, as well as the ability to resolve cross-functional issues and ensure that customer needs are addressed efficiently and accurately, applying strong technical and procedural knowledge within defined guidelines. The position supports the implementation of service delivery processes and contributes to continuous improvement efforts under limited supervision. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 60% requirement for the site. Responsibilities: Coordinates and processes advanced inquiries, requests, and service transactions, ensuring accurate documentation and timely resolution in accordance with company procedures. Investigates and resolves non-routine or escalated customer issues, referring matters that fall outside established parameters to supervisors or appropriate departments. Applies detailed knowledge of products, systems, and workflows to assist customers and support internal teams. Monitors service activity to identify recurring issues or opportunities for process improvements and reports findings to supervisors. Assists with updates to departmental procedures, reference materials, and training documentation to ensure consistency and accuracy in customer service practices. Supports cross-functional communication by relaying relevant information between customer service, sales, operations, and other internal departments. Provides guidance and procedural assistance to junior team members on standard service processes and customer handling techniques. Maintains compliance with quality, accuracy, and performance standards while meeting defined productivity goals. These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion Required Qualifications: High School Diploma or equivalent with 4+ years of applicable experience or BS/BA + 2 years of applicable experience OR internal candidates with 2+ years of relevant GRAIL experience may also be considered based on demonstrated experience and capabilities aligned with the role. Previous experience using Salesforce. Preferred Qualifications: Bachelor’s degree preferred. Experience in a call center with inbound/outbound calls. Proficiency in MacOS Experience using Google Workspace Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include: Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189) and Protected health information (e.g. HIPAA, GDPR) Office or call center environment with frequent computer and telephone use.