Customer Relations Specialist Lead

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Relations Specialist (CRS) Lead provides a vital link between customers, the external sales force, and the internal commercial operations group.  The CRS will often be the first point of contact for all external parties who communicate directly by phone, email, regular mail, or other means.  There is likely to be a wide variety of questions and comments that come to the Company through these channels from a diverse group that may include health care professionals, cancer patients and their family members, media representatives, insurance company claims managers, and many others.  The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable perceptions of the Company.

It is imperative that the CRS Lead possess exemplary Customer Service Skills, have a demonstrated ability to work independently, but also function effectively as a member of the team.  The CRS Lead will need to understand not only the technical aspects of the services offered, but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other internal personnel.

Essential Duties

include but are not limited to the following:

• Support the Customer Service Supervisor in all aspects of managing the Customer Service department.
• Work closely with the Customer Service Trainer in the creation of Customer Service training programs for both new hires as well as in–service training sessions for existing team members.
• Participate in both inter-department and intra-department meetings and share in the mentoring and coaching of all Customer Service Staff.
• Work closely with the Leads of the Pre-Post and Sample Accessioning Teams to provide consistent and on-going support to the entire customer service department.
• Liaison with our reimbursement vendor (Quadax) on all escalated benefit investigation and reimbursement issues. 
• Liaison for the histology / pathology department when the Customer Service Supervisor is not available.
• Liaison for the Medical Affairs department when the Customer Service Supervisor is not available.
• Assume the role as ‘acting Customer Service Supervisor’ for the team when the Customer Service Supervisor is out of the office.
• Answer in-coming calls from the customer service 800 hotline during business hours and reply to phone messages left overnight when the phones are not staffed; document all calls accordingly into CRM according to Customer Service Policy and Procedures.
• Provide assistance and information on all aspects of product knowledge, sample accessioning processes, and clinical information, within their scope of expertise, in accordance with official Standard Operating Procedures for Customer Service; requests that can be addressed by scripted responses anticipated in the Knowledge Base should be handled in the manner prescribed, and other questions should be handled with sensitivity, common sense, and referrals to others in the Company as circumstances require.   
• Appropriately triage and direct callers to Medical Affairs, Patient Advocacy, Regulatory, Public Relations, as needed.  
• Respond to inquiries posted through our company website and document each inquiry appropriately in CRM.
• Manage the tasks and inquiries posted to the customer service queue on a rotational basis; including, but are not limited to, placing pathology failure calls to physicians, managing cases outside of clinical validation criteria, communicating with Site Coordinators on Clinical Trials protocols, correcting errors to patient reports, responding to international inquiries, following up with Quadax on reimbursement / appeals issues, and triaging clinical consultations to Medical Affairs. 
• Provide inside sales support to the field sales staff, sales representatives, Genomic National Account Reps (GNAMs), RMs, and Director of Sales Ops, when needed. It is essential that the Customer Service team provide the outside field staff with timely communication on their accounts, practices, and orders.
• Provide new physician outreach calls to all new accounts and ordering physicians regarding Oncotype Dx and our product.
• Maintain a productive operational relationship with the Information Technology department for the operation of CRM system for CRS activities.
• Communicate initial and ongoing CRS needs to the IT group for modification of the CRM system on behalf of the CRS team.
• Support the Sample Accessioning staff with sample intake and accessioning in accordance with Standard Operating Procedures (SOPs).
• Perform daily Quality Control checks on all sample accessioning requisitions prior to report generation and work closely with the Clinical Laboratory Scientists (CLS) to ensure the highest level of quality is achieved in the handling or patient samples and requisitions.
• Participate in sales administration/operations activities, as necessary; including shipment of promotional materials and other items to sales representatives, manage materials inventories, develop and produce sales reports, develop items for inclusion in the sales force reference guide, etc.
• Assist in building on existing customer base by providing the highest level of customer service and support.
• Excellent team player; highly effective in working with others but also capable of working independently, as necessary.
• Ability to multi-task and an attention to detail.
• Highly effective at overcoming obstacles; tenacious and resilient.
• Highly effective at assimilation of large body of complex scientific material.
• Flexibility to cross-train in other areas of the lab where qualifications and procedures allow.
• Willingness to adhere to strict procedures for database management and approved responses to selected queries.
• Strong customer service orientation and willingness to prioritize needs of those seeking information from the Company.
• Strong interpersonal and organizational skills. 
• Excellent listening, oral, and written communication skills.
• Professional telephone manner.
• Ability to follow and/or develop SOPs.
• Comfortable in working in a laboratory environment and able to handle specimens.
• Ease of working with internal and external groups in reinforcing policy, as well as accepting of suggestions for improvement.
• Superb follow-through skills and relationship management.
• Flexibility with respect to working hours, as some shifts will require early morning arrivals to handle calls from East Coast.
• Help supervisor organize and prioritize work and train team members, as needed.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work designated schedule.
• Ability to work nights and/or weekends.
• Ability to work overtime, as needed.
• Considerable periods of time may be spent concentrating and or analyzing data.
• May be exposed to hazardous materials, tissue specimens and instruments with moving parts, lasers, heating and freezing elements, and high-speed centrifugation.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 6+ years of customer service experience.
• Significant PC knowledge and Windows OS experience.
• Demonstrated ability to handle technically complex material and articulate technical concepts.
• Demonstrated effective leadership skills.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Basic scientific aptitude that will allow rapid learning of new technologies and clinical data associated with services.
• Deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at GHI for both the field sales team and health care providers.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Bachelor’s Degree.
• 6+ years of experience in healthcare, laboratory, or pharmaceutical industry.
• 6+ months experience as an Customer Relations Specialist II at Exact Sciences.

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Salary Range:

$57,000.00 - $93,000.00

The annual base salary shown is for this position located in US - CA - Redwood City on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

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