Note: The job is a remote job and is open to candidates in USA. Precision Diagnostics, based in San Diego, California, is a fast-growing clinical laboratory specializing in drug testing to help physicians monitor patients undergoing treatment for pain or substance abuse. The Customer Success Agent is responsible for setting up and maintaining customer accounts, ensuring customer satisfaction, and performing accurate data entry into the company's internal systems.
Responsibilities
- Manage the onboarding process for new customers, including initial contact with the associated Sales team member(s)
- Conduct pre-boarding due diligence checks on potential customers to ensure compliance with applicable healthcare regulations and internal policies
- Organize customer files and manage correspondence via Teams
- Collaborate with cross-functional teams, such as Shipping and Receiving, Accessioning, Billing, Clinical Support, & Compliance to ensure successful customer onboarding
- Provide prompt and friendly assistance to all Sales team members throughout the pre-boarding, onboarding, implementation process
- Complete customer account management through timely updates, when requested
- Provide excellent customer service to all customers
- Complete account deactivation services for lost accounts
- Complete administrative tasks as assigned by the Director of Customer Success. This may include, but is not exclusive to, monthly Compliance audits, Quality Assurance checks and annual acknowledgement outreach
Skills
- Must be a dynamic and self-starting individual, able to work as part of a team or independently, with strong organizational skills
- Proficiency in customer service experience is a must-have skill
- Strong prioritization skills and ability to adapt to change
- Excellent verbal and written communication skills
- To be successful, you agree that technology is a key part of every business process, and you will make new technology adoption part of your routine
- Become fluent in Microsoft 365 (formerly Office635) applications assigned to your role. Common applications include Teams, Word, Excel, SweetProcess, Tasks and Planner
- Complete training in a timely manner that is assigned to you. Training is primarily conducted via Microsoft Learn modules and is assigned based on: Position/Job Role – Most positions require a core set of Microsoft 365 working knowledge, Project Role – As member of a project team, you may be required to complete training before you can engage with the project team or commence project work, Ad-Hoc – Based on review of your performance via support requests, training modules will be assigned to increase skills
- College degree preferred
Benefits
- Comprehensive benefits package: Medical, Dental, Vision, and additional optional coverages
- 401K with company match
- Paid time off and paid Holidays
- Sponsoring high school students with limited economic means
- Annual company food drive with Precision matching each employee donation
- Precision Cares program, partnering with local communities each year to give back
- Frequent company events to keep our employees connected such as: Lab Week: To celebrate and recognize the value our Lab Team members contribute
- Compliance Week: To shine a light on the importance of compliance & ethics
- Quarterly State of the Unions: All company business updates from our CEO
- National Sales Meeting in San Diego for all Sales team members to connect and learn
- Flexible working hours with a minimum of 40 hours per week
Company Overview