Customer Relations Specialist

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) provides a vital link between Exact Sciences customers, the external Exact Sciences sales force, and the internal commercial operations group.  The CRS will often be the first point of contact for all external parties who communicate with Exact Sciences directly via phone, email, regular mail, or other means. There is likely to be a wide variety of questions and comments that come in through these channels from a diverse group; including, but not limited to, healthcare 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 possess exemplary customer service skills, be able to work independently, and function effectively as a member of the Exact Sciences team.  The CRS will need to understand not only the technical aspects of the services that Exact Sciences offers, but must also possess the ability to communicate professionally and effectively with all individuals; including, but not limited to, external customers and other internal personnel.

This is a remote position, however, candidate must reside in or near Redwood City, CA, Madison, WI or Phoenix, AZ.

Essential Duties

Include, but are not limited to, the following:

• 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 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 in accordance with official standard operating procedures (SOPs) for customer service. 
• 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.
• Forward calls to designated personnel with responsibility for official communication with external parties and log these calls into the system, set realistic expectations with callers regarding the timing of an official reply, and ensure the calls are received by the correct person in a timely manner.
• Appropriately field calls for reimbursement and billing and direct them to the billing vendor for follow up and resolution.
• Provide inside sales support to the field sales staff, as needed.
• Provide 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 products.
• Maintain a productive operational relationship with the IT 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 the SOPs.
• Perform daily quality control checks on all sample accessioning requisitions prior to report generation and work closely with the laboratory teams to ensure the highest level of quality is achieved in the handling of patient samples and requisitions.
• Participate in sales administration/operations activities; including, but not limited to, the shipment of promotional materials and other items to sales representatives, manage materials inventories, develop and produce sales reports, and develop items for inclusion in the sales force reference guide.
• Build on existing customer base and provide the highest level of customer service and support.
• Ability to handle technically complex material and articulate technical concepts.
• Ability to exercise initiative and handle queries directly or escalate queries to higher authority.
• Highly effective in working with others, as well as when working independently.
• Highly effective at overcoming obstacles with the ability to be tenacious and resilient.
• Highly effective at the assimilation of large bodies of complex scientific material.
• Ability to multi-task and use strong to attention to detail.
• 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.
• Apply strong interpersonal and organizational skills.
• Apply excellent listening, oral, and written communication skills.
• Apply professional telephone manner.
• Apply strong customer service orientation and willingness to prioritize needs of those seeking information from the company.
• Ability to work with internal and external groups to reinforce policy.
• Superb follow-through skills and relationship management.
• Apply strong communicator with the ability to maintain open communication with internal employees, managers, and customers.
• Ability to integrate and apply feedback in a professional manner.
• Ability to prioritize and drive to results with a high emphasis on quality.
• 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.
• Maintain regular and reliable attendance.
• Ability to work designated schedule.
• Ability to work nights and/or weekends.
• Ability to work overtime, as needed.
• May be exposed to hazardous materials, tissue specimens, and instruments with moving parts, lasers, heating and freezing elements, and high-speed centrifugation.
• Ability to lift up to 20 pounds for approximately 5% of a typical working day.
• Ability to work seated for approximately 50% of a typical working day. Ability to work standing for approximately 50% of a typical working day.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 3+ years of experience working in customer service.
• Deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both the field sales team and healthcare providers.
• Basic scientific aptitude that will allow rapid learning of new technologies and clinical data associated with Exact Sciences services.
• Basic computer skills to include Internet navigation, Email usage, and word processing.
• Proficient in Microsoft Office.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation; No disqualifications for employment in the U.S. lab industry as determined by the Federal Government.

Preferred Qualifications

• Bachelor’s Degree in related field as outlined in the essential duties.
• 3+ years of experience in a healthcare, laboratory, or pharmaceutical industry.

Salary Range:

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.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.