Customer Experience Associate - Remote

Overview

The Customer Experience Associate will assist Natera's internal and external customers with a variety of inquiries and processes related to genetic testing, ensuring a smooth experience for medical professionals and patients alike.

In Short

• Communicate with customers via phone and electronic channels.
• Obtain and process information for test samples.
• Support sales team with account requests.
• Handle customer inquiries and complaints efficiently.
• Perform customer verifications and escalate issues as necessary.
• Maintain detailed records of customer interactions.
• Familiarity with genetic tests and related procedures.
• Assist in mentoring new employees.
• Comply with HIPAA regulations.
• Stay updated on training requirements.

Requirements

• High School degree or equivalent required.
• 2 years of customer service experience preferred.
• Multilingual skills are a strong plus.
• Knowledge of customer service principles.
• Ability to resolve customer questions effectively.
• Experience with phone and written customer support.
• Proficient in Microsoft Office and Google Suite.
• Strong attention to detail and organizational skills.
• Professional communication skills.
• Experience with Salesforce CRM or similar platforms preferred.

Benefits

• Comprehensive medical, dental, and vision plans.
• Free testing for employees and immediate family.
• 401k benefits and commuter benefits.
• Generous employee referral program.
• Pregnancy and baby bonding leave.
• Opportunities for professional growth.
• Supportive and inclusive workplace culture.
• Access to training and development resources.
• Work with industry-leading professionals.
• Commitment to diversity and inclusion.