Customer Success Representative

About the Role

The day-to-day responsibilities of this role will involve building and maintaining effective relationships with laboratory employees, sales representatives, and internal stakeholders. The ideal candidate will be able to think critically, communicate effectively, and respond promptly to customer inquiries. This role requires a high level of organization, attention to detail, and the ability to complete tasks with accuracy.

As part of the Tempus team, the Customer Success Representative will be working in a fast-paced environment, with a focus on delivering real-time, actionable insights to physicians. This is an exciting opportunity to be part of a company that is making a meaningful impact in the healthcare industry.

What You Will Do

• Communicate directly with partner labs to manage sample and document requests
• Triage order issues and coordinate shipping and receiving
• Work cross-functionally with Customer Success, Sales, and Lab teams to meet customer retention and turnaround time goals
• Build and maintain effective relationships with laboratory employees, sales representatives, and internal stakeholders
• Use proactive problem-solving skills to create and offer solutions to customers
• Maintain frequent contact with sales and other externally-facing teams to ensure customer engagement efforts are aligned
• Respond to customer inquiries by phone, email, and in person
• Identify and assess customer needs to achieve satisfaction
• Collaborate with internal teams to provide relevant updates and ensure seamless communication
• Stay up-to-date with industry developments and company updates to provide informed solutions to customers

What We Are Looking For

• 4-year college degree in Biological Sciences or a similar field
• Exceptional customer service skills and strong interpersonal skills
• Ability to communicate effectively with patients by telephone and email
• Ability to think critically and respond quickly to customer issues
• Highly organized and systematic, with superb attention to detail
• Ability to complete tasks with a high degree of accuracy
• Proven ability to learn new skills quickly and adapt to new processes smoothly
• General office equipment and software knowledge, with computer proficiency
• Experience working in a fast-paced environment, with a focus on delivering high-quality results

Nice to Have

• Experience working in the healthcare or pharmaceutical industry
• Knowledge of AI and its applications in healthcare
• Familiarity with customer relationship management (CRM) software
• Certification in customer service or a related field

Benefits and Perks

• Competitive salary range, with opportunities for growth and development
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan, with company match
• Paid time off and holidays, with flexible working hours
• Opportunity to work with a innovative and dynamic company, making a meaningful impact in the healthcare industry
• Professional development and growth opportunities, with a focus on continuous learning and improvement
• Remote work options, with a stipend for home office setup and equipment
• Access to cutting-edge technology and tools, with ongoing training and support

• When applying, be sure to highlight your customer service experience and skills, as well as any relevant experience in the healthcare industry.
• Make sure your resume and cover letter are tailored to the specific job description, with a focus on showcasing your ability to work in a fast-paced environment and think critically.
• Prepare to talk about specific examples of times when you had to problem-solve and provide solutions to customers, and be ready to discuss your experience with CRM software and other relevant tools.
• Don't be afraid to ask questions during the interview process, such as what a typical day in the role looks like and what opportunities there are for growth and development within the company.
• Be prepared to discuss your knowledge of AI and its applications in healthcare, as well as any relevant certifications or training you have received.
• When negotiating salary, be sure to research the market rate for the role and be prepared to discuss your expectations and requirements.
• Pay attention to red flags during the interview process, such as a lack of transparency about the company culture or unclear expectations about the role and responsibilities.