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Customer Operations Representative

Remote:

Full Remote

Work from:

Illinois (USA), United States

Offer summary

Qualifications:

4 year college degree preferred., Exceptional customer service skills required., Strong interpersonal and organizational skills essential., Proficient in general office equipment and software..

Key responsabilities:

Serve as the critical touchpoint for customers.
Manage high volume client interactions and educate users.

Tempus Unicorn http://www.tempus.com

1001 - 5000 Employees

See more Tempus offers

Job description

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

We are looking for a Customer Operations Representative who will be responsible for resolving order related issues, obtain business critical information from care teams, and provide ongoing service/support to ensure customer experience with Tempus is seamless as business and offerings evolve. Customer Operations Representatives are responsible for delivering an exceptional customer experience, building deep relationships with customers, and driving customer retention and re-order rate.

What you'll do

Serve as a critical touchpoint between Tempus & our provider, care team, and pathology customers while demonstrating a positive and professional image through phone and email communications
Successfully manage a high volume of client-facing interactions and establish strong, sustainable rapport with laboratory employees, sales representatives, and internal stakeholders.
Conduct strategic outreach with high frequency to ensure customers are educated on Tempus, understand Tempus products, services and processes; and have the supplies and information needed to successfully order tests, interpret results and leverage Tempus services to support best in class patient care
Follow-up with customers to obtain information related to patient progress and outcomes to help build insights along the continuum of care
Work with customers to triage order issues, both on a one-off basis and if Tempus notices any repeated trends
Document all communication and maintain a database of client information in SFDC
Use proactive problem solving skills to create and offer solutions to customers of varied complexity
Follow all team SOP’s and document and/or escalate any deviations
Work across the Customer Success team and cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time.

Required Knowledge and Skills

4 year college degree preferred.
Exceptional customer service skills and strong interpersonal skills.
Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy.
Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.
Proven ability to learn new skills quickly and adapt to new processes smoothly.
General office equipment and software knowledge and computer proficiency.

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We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Additionally, for remote roles open to individuals in unincorporated Los Angeles – including remote roles- Tempus reasonably believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: engaging positively with customers and other employees; accessing confidential information, including intellectual property, trade secrets, and protected health information; and appropriately handling such information in accordance with legal and ethical standards. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.