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BillionToOne is a publicly traded genomics company (Nasdaq) focused on transforming prenatal and cancer diagnostics through cutting-edge science and precision medicine. The Client Services Associate I will serve as a key customer-facing representative, supporting physicians, OB/GYN clinics, and patients.
This is a full-time, onsite role reporting to the Client Services Manager. Working hours are Monday–Friday or Tuesday–Saturday, 8:00 AM to 5:00 PM PT, based on business needs.
Key Responsibilities:
- Proactively engage clients via phone, email, and web to obtain missing information needed to process and report test orders while delivering personalized customer experiences
- Manage a queue of cases requiring follow-up and execute scheduled contact cadences until resolution
- Document all communications, follow-up attempts, and resolution details in CRM and LIMS systems
- Resolve approximately 40–60 cases per day while maintaining quality and accuracy
- Respond professionally to 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
- Update customer and order information in internal systems
- 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 working in a fast-paced, high-volume environment 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 a positive customer experience
Nice-to-Haves:
- Experience with CRM tools such as Salesforce, Zendesk, or similar systems
- Customer service experience in a diagnostic laboratory, healthcare, or medical office setting
