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Customer Relations Specialist Intern

Apply Share Job ID 959 Category Customer Service/Accessioning Job Location Redwood City, California Posted Date 05/26/2018

Overview:

OVERVIEW
The Customer Relations Specialist (CRS) Intern is primarily responsible for providing support to the CRS Team in daily operational procedures. The CRS Intern will often be the first point of contact for all external parties who communicate with GHI directly via the 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 Intern possess exemplary Customer Service Skills, have a demonstrated ability to work independently, and function effectively as a member of the GHI team. The CRS Intern will need to understand not only the technical aspects of the services that GHI offers, but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other internal GHI personnel.
RESPONSIBILITIES
· 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.
· Answer and triage incoming customer calls, ensuring the calls are received by the right person in a timely manner and documented appropriately
o Appropriately triage and direct callers to Medical Affairs, Patient Advocacy, Regulatory, Public Relations as needed.
o Appropriately field calls for reimbursement and billing and direct them to our Billing Vendor, Quadax for follow up and resolution.
· Manage queues and cases tied to Oncotype DX orders
· Respond to inquiries posted through our company website and document each inquiry appropriately
· Provide inside sales support to the field sales staff: Regional Oncogenomic Liaisons (ROLs) 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.
· Participate in sales administration/operations activities as necessary. These activities may include shipment of promotional materials and other items to sales representatives; managing materials inventories; developing and producing sales reports; development of 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.
· Support Customer Service in any project or initiatives.
QUALIFICATIONS
· Must have strong interpersonal and organizational skills. Excellent listening, oral and written communication skills, and professional telephone manner
· No disqualifications for employment in the US lab industry as determined by the Federal Government

DESIRED SKILLS AND EXPERIENCE

· Strong customer service orientation and willingness to prioritize needs of those seeking information from the Company
· An 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
· Able to prioritize and drive to results with a high emphasis on quality
· Strong communicator with ability to maintain open communication with internal employees, managers and customers as needed
· Able to integrate and apply feedback in a professional manner
· Demonstrated ability to handle technically complex material and articulate technical concepts
· Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
· Flexibility with respect to working hours as some shifts will require early morning arrivals to handle calls from East Coast
· Significant PC knowledge & Windows OS experience
· Salesforce, WAVE Analytics, & OM knowledge is a plus

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Apply today to be apart of our exiting team as a Customer Relations Specialist Intern. In this role, you will have the opportunity to provide support to the CRS Team in daily operational procedures. You will have the opportunity to spend the summer with other great interns.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!