Note: The job is a remote job and is open to candidates in USA. Natera is a global leader in cell-free DNA testing and personalized genetic diagnostics. The Regional Customer Support Specialist, internally known as a Territory Manager, supports medical professionals, patients, sales representatives, and internal and external teams by managing customer inquiries, resolving ordering and reporting issues, and ensuring timely results.
Responsibilities
- Respond promptly to internal and external customer inquiries
- Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow ups
- Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met
- Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
- Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution
- Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
- Special projects and other duties may be assigned to meet business needs
- This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job
- Must maintain a current status on Natera training requirements
Skills
- * Two year degree and/or 2-5 years of related experience, undergraduate degree preferred
- * Skilled specialist, completes tasks in a resourceful and efficient manner
- * Advanced professional growth education
- * Excellence in de-escalating customer behavior
- * Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
- * Problem analysis and problem solving skills
- * Adaptability to change and self-starter
- * Knowledge of customer service principles and practices
- * Experience in both phone and written customer support
- * Knowledge of administrative procedures and protocols
- * Knowledge of numeric, oral, and written language applications
- * Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar
- * Excellence in attention to detail and critical thinking
- * Adaptability to change and self-starter
- * Ability to maintain professionalism during highly escalated situations
- * Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
- * Problem analysis and problem solving
- * Data collection and maintenance
- * Bilingual is a plus
Benefits
- Comprehensive health benefits (medical, dental, vision)
- 401(k) with company match
- Generous paid time off and company holidays
- Additional wellness and work-life benefits
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
- Natera employees and their immediate families receive free testing
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401k benefits
- Commuter benefits
- Employee referral program
Company Overview
Company H1B Sponsorship