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BillionToOne is a publicly traded genomics company transforming prenatal and cancer diagnostics. This Client Services Associate I role is a full-time, onsite position in Union City, CA, reporting to the Client Services Manager.
You will be the face of BillionToOne for customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The role involves managing a high-volume queue of cases, engaging clients proactively to obtain missing information needed to process and report test orders, and delivering a personalized customer experience.
Key responsibilities include:
- Proactively contact clients to gather missing information for test order processing and reporting
- Manage a queue of cases requiring follow-up using a scheduled contact cadence until resolved
- Resolve approximately 40–60 cases per day while maintaining quality and accuracy
- Document all communications, follow-up attempts, and resolution details in CRM and LIMS systems
- Update customer and order information in internal systems
- Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients
- 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
Required qualifications:
- Prior client-facing experience in customer service, inside sales, call center, or similar role
- 4-year college degree or equivalent experience
- Experience in fast-paced, high-volume environments 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 positive customer experiences
Nice-to-haves include experience with CRM tools (Salesforce, Zendesk) and customer service experience in diagnostic laboratory, healthcare, or medical office settings.
Working hours are Monday–Friday or Tuesday–Saturday, 8:00 AM to 5:00 PM PT, based on business needs.
