Remote job
Client Services Associate II
Job details
About this role
Role overview
Provide day-to-day client service support to customers, laboratory colleagues, and sales representatives in a healthcare diagnostics setting. The associate handles customer questions and service tasks while also helping newer colleagues and an outsourced support team resolve issues. This experienced individual contributor role combines accurate communication, organization, and sound judgment in a changing service environment.
Responsibilities
- Handle the core duties of a client services associate while meeting higher performance targets. - Respond to questions from customers and internal teams, and help troubleshoot or resolve issues raised by outsourced support staff and other associates. - Mentor client services colleagues and provide support to quality assurance and training activities when assigned. - Escalate recurring issues, emerging trends, or cases that require leadership attention. - Contribute to department tasks such as kit expiration follow-up and data cleanup, along with other administrative work as needed. - Use approved AI-enabled tools thoughtfully and in line with applicable policies and regulatory requirements to support work quality and efficiency.
Requirements
- High school diploma or equivalent, with relevant experience; a bachelor’s degree is preferred. - At least two years of customer-facing experience in biotech, life sciences, diagnostics, healthcare, or a related setting is preferred. - Clear written and verbal communication skills, computer proficiency, and experience with customer relationship management and office productivity software. - Ability to work well with employees, contractors, and managers; manage multiple tasks; and exercise independence and good judgment. - Flexibility to work hours that meet operational needs.
Benefits and work setup
The position is listed as remote in the United States. Employees living within 50 miles of a facility are expected onsite on Mondays, Tuesdays, and Thursdays under the stated hybrid arrangement. Pay varies by location; the listed base pay range is $23–$31, with a higher stated range for one state.