The Customer Relations Specialist I (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 to the Company through these channels from a diverse group that may include 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, have a demonstrated ability to work independently, and also 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 external customers and other internal personnel.
Essential Duties and Responsibilities
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 accordingly 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 within their scope of expertise in accordance with official Standard operating procedures (SOPs) for customer service. Requests that can be addressed by scripted responses anticipated in the Knowledge Base should be handled in the manner prescribed. Other questions should be handled with sensitivity, common sense, and referrals to others in the company as circumstances require.
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 right person in a timely manner.
Appropriately field calls for reimbursement and billing and direct them to the Billing Vendor (Quadax) for follow up and resolution.
Provide inside sales support to the field sales staff: Regional Oncogenomic Liaisons (ROLs) Genomic National Account Reps (GNAMs), Regional Managers (RMs) and Director of Sales Operations when needed while providing the 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 Clinical Laboratory Scientists (CLS) to ensure the highest level of quality is achieved in the handling or patient samples and requisitions.
Participate in sales administration/operations activities as necessary; including 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.
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.
Excellent team player.
Highly effective in working with others but also capable of working independently as necessary.
Ability to multi-task and strong to attention to detail.
Highly effective at overcoming obstacles; tenacious and resilient.
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.
Highly effective at assimilation of large body of complex scientific material.
Strong interpersonal and organizational skills.
Excellent listening, oral, and written communication skills.
Professional telephone manner.
Strong customer service orientation and willingness to prioritize needs of those seeking information from the Company.
Comfortable in working in a laboratory environment and able to handle specimens.
Ease of working with internal and external groups in reinforcing policy, as well as accepting of suggestions for improvement.
Superb follow-through skills and relationship management.
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.
Able to prioritize and drive to results with a high emphasis on quality.
Ability to work as part of a team.
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.
Regular and reliable attendance.
Ability to work designated schedule.
Ability to work nights and/or weekends.
Ability to work overtime as needed.
Flexibility with respect to working hours as some shifts will require early morning arrivals to handle calls from East Coast.
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.
Qualifications
Minimum Qualifications
High School Diploma or General Education Degree (GED).
3+ years of customer service experience.
Deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both the field sales team and health care providers.
Basic scientific aptitude that will allow rapid learning of new technologies and clinical data associated with Exact Sciences services.
Significant PC knowledge and Windows OS experience.
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 US lab industry as determined by the Federal Government.
Preferred Qualifications
Bachelor’s Degree.
3+ years of experience in healthcare, laboratory, or pharmaceutical industry.
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. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.
