Customer Experience Associate

🔥 20 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $19 - $22 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Natera is a global leader in cell-free DNA testing technology, specializing in non-invasive genetic testing and diagnostics. The company's innovative solutions focus on areas such as prenatal screening, cancer detection, and organ transplant monitoring. By using advanced bioinformatics and DNA analysis, Natera provides healthcare professionals and patients with critical information to make more informed medical decisions.

📋 Description

• Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples • Communicate test status per protocol to respective customers • Resend and/or request the resending of issued test results • Schedule requests for mobile phlebotomy • Support and/or triage respective customer technical issues • Triage and/or schedule clinical inquiries to/for Genetic Counseling staff • Support Sales team processing various account requests • Respond promptly to internal and external customer inquiries and complaints • Obtain and evaluate all relevant information to handle inquiries and complaints • Perform customer verifications • Direct or escalate requests and unresolvable issues as needed • Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups • Familiarity with all genetic tests performed by Natera • Assists with mentoring and training new employees • Must maintain a current status on Natera training requirements

🎯 Requirements

• High School degree or equivalent required • Two- or Four-year undergraduate degree or certification preferred • At least 2 years prior customer service experience • Multi-lingual skills are a strong plus

🏖️ Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents • Free testing for Natera employees and their immediate families • Fertility care benefits • Pregnancy and baby bonding leave • 401k benefits • Commuter benefits • Generous employee referral program