Customer Service Specialist (Sample Management) #4966

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in the Bay Area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit grail.com
The Customer Service Specialist provides advanced operational support within the customer service function, coordinating daily activities and resolving complex service requests from internal and external stakeholders in accordance with established policies and procedures. This role requires a strong understanding of company products, services, and systems, as well as the ability to resolve cross-functional issues and ensure that customer needs are addressed efficiently and accurately, applying strong technical and procedural knowledge within defined guidelines. The position supports the implementation of service delivery processes and contributes to continuous improvement efforts under limited supervision. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 60% requirement for the site.

Responsibilities:

• Coordinates and processes advanced inquiries, requests, and service transactions, ensuring accurate documentation and timely resolution in accordance with company procedures.
• Investigates and resolves non-routine or escalated customer issues, referring matters that fall outside established parameters to supervisors or appropriate departments.
• Applies detailed knowledge of products, systems, and workflows to assist customers and support internal teams.
• Monitors service activity to identify recurring issues or opportunities for process improvements and reports findings to supervisors.
• Assists with updates to departmental procedures, reference materials, and training documentation to ensure consistency and accuracy in customer service practices.
• Supports cross-functional communication by relaying relevant information between customer service, sales, operations, and other internal departments.
• Provides guidance and procedural assistance to junior team members on standard service processes and customer handling techniques.
• Maintains compliance with quality, accuracy, and performance standards while meeting defined productivity goals.
These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion

Required Qualifications:

• High School Diploma or equivalent with 4+ years of applicable experience or BS/BA + 2 years of applicable experience OR internal candidates with 2+ years of relevant GRAIL experience may also be considered based on demonstrated experience and capabilities aligned with the role.
• Previous experience using Salesforce.

Preferred Qualifications:

• Bachelor’s degree preferred.
• Experience in a call center with inbound/outbound calls.
• Proficiency in MacOS
• Experience using Google Workspace
• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include: Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189) and Protected health information (e.g. HIPAA, GDPR)
• Office or call center environment with frequent computer and telephone use.

The expected, full-time, hourly scale for this position is expected to be $28.00/hr-$34.00/hr.

At GRAIL, we believe in recognizing and rewarding the contributions our employees make to our mission and success. In addition to base pay, this role may be eligible for additional compensation, including an annual bonus and/or other incentives, in accordance with applicable plans and the company's discretion. The posted range reflects our good-faith estimate of the base pay we expect to offer for this position at the time of hire. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and other relevant considerations.

At GRAIL, we invest in the health, well-being, and future of our employees and their families. Employees in this role are eligible for a comprehensive and competitive benefits package designed to support what matters most, including flexible time off or vacation, a 401(k) retirement plan with employer match, medical, dental, and vision coverage, and thoughtfully selected well-being programs. Benefits are offered in accordance with applicable plans and policies.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at rc@grailbio.com if you require an accommodation to apply for an open position.

GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.