Client Services Associate

About the Role:

As a Client Services Associate I you will play a key role in delivering an outstanding experience to our clients including healthcare providers patients and partners. You will leverage your biotech or diagnostics expertise to support client inquiries resolve complex issues and collaborate with internal teamsincluding sales supportto ensure a seamless customer journey. 

This role is ideal for individuals with a background in biotechnology diagnostics or life sciences a passion for customer service and experience handling highvolume phone and email communication while supporting sales teams in a fastpaced environment.

Key Responsibilities:

• Act as the primary point of contact for highvolume client inquiries and concerns via phone email and chat providing timely accurate and empathetic support.
• Utilize biotech or diagnostics knowledge to provide expert guidance on test orders results (nonclinical) and servicerelated questions.
• Support test volume growth in the assigned territories by assisting with problem case resolution client onboarding order processing and account management. 
• Provide bestinclass customer experience by addressing and resolving complex client concerns quickly and escalating when necessary.
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Ensure customer satisfaction and retention rates are high by educating healthcare providers and patients on company services policies and procedures.
• Provide exceptional sales support by assisting the field team respond to inquiries promptly
• Work crossfunctionally with sales laboratory operations billing and product teams to improve support processes and client experience.
• Maintain and update client records in SalesForce LIMS and customer portal
• Assist with creation of customer accounts on the portal and provide first level troubleshooting where necessary.
• Identify client feedback trends and recommend process improvements to enhance service quality.
• Adhere to Standard Operating Procedures (SOPs) pertaining to data entry and data verification requirements
• Work collaboratively with the offsite phlebotomy and tissue procurement teams process kit orders as requested and send reports to patients/providers as needed 
• Meet and exceed metrics and KPIs for the role by using reports and dashboards in SFDC.
• Share best practices and success stories with the rest of the services team.
• Visit customers in the field as needed in collaboration with the sales team.
• Ensure compliance with HIPAA CLIA and industry regulations.

Qualifications :

Who You Are

• Passionate about biotechnology healthcare and delivering exceptional client experiences.
• A proactive problemsolver with strong critical thinking and communication skills.
• Detailoriented highly organized and able to manage multiple priorities in a fastpaced environment.
• A collaborative team player who thrives in a missiondriven organization.

Required Qualifications

• Bachelors degree in Biological Sciences or similar discipline is preferred
• 2 years of experience in customer service client support or a related role in the biotech diagnostics or life sciences industry.
• Experience supporting sales teams including account management client onboarding or order processing.
• Experience handling highvolume phone and email communication in a fastpaced environment.
• Strong verbal and written communication skills with the ability to explain complex concepts clearly.
• Proficiency with CRM or ticketing systems (e.g. Salesforce Zendesk) and Microsoft Office
• Understanding of healthcare regulations (HIPAA CLIA) and laboratory testing workflows.
• Prior experience in the Oncology space and working with providers & patients is a plus.
• Demonstrated ability to learn quickly and work collaboratively in an operationally complex multiproduct environment and excellent adaptability to changing procedures and policies

Why Join Us

• Be part of a highgrowth missiondriven company making a real impact in healthcare.
• Work in a collaborative inclusive environment that values professional development.
• Competitive compensation benefits and opportunities for career advancement.

Additional Information :

Hybrid Work Model: At Guardant Health we have defined days for inperson/onsite collaboration and workfromhome days for individualfocused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays Tuesdays and Thursdays. We have found aligning our scheduled inoffice days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant our work model has created flexibility for better worklife balance while keeping teams connected to advance our science for our patients.

The US hourly range for this fulltime position is $18.41 to $29.42. The range does not include benefits and if applicable overtime bonus commission or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto CA or Redwood City CA the hourly range for this fulltime position is $24.51 to $33.12. The range does not include benefits and if applicable overtime bonus commission or equity.

Within the range individual pay is determined by work location and additional factors including but not limited to jobrelated skills experience and relevant education or training. If you are selected to move forward the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however there may be exposure to high noise levels fumes and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities longterm conditions mental health conditions or sincerely held religious beliefs. If you need support please reach out to 

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

To learn more about the information collected when you apply for a position at Guardant Health Inc. and how it is used please review our Privacy Notice for Job Applicants.

Please visit our career page at:  Work :

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