Sr Customer Service Representative (Pacific Time Zone)

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.

We are seeking an experienced and dedicated Senior Customer Service Representative to join our team. The ideal candidate will have at least 5 years of experience in the diagnostics industry, with a strong focus on delivering exceptional customer service. This individual must be proficient in problem-solving using various electronic systems and possess excellent communication skills, while focusing on “one call resolution” for all inbound customer inquiries.

Key Responsibilities:

• Provide exceptional customer service to inbound calls from customers, ensuring their needs are met promptly and efficiently.
• Utilize multiple electronic systems to resolve customer inquiries and issues.
• Troubleshoot and resolve complex problems related to diagnostics products and services.
• Maintain up-to-date knowledge of our products, services, and industry trends.
• Assist in training and mentoring junior customer service representatives.
• Handle escalated customer complaints with professionalism and empathy.
• Collaborate with other departments to ensure seamless service delivery and customer satisfaction.
• Document customer interactions and maintain accurate records.

Qualifications:

• BS or BA Degree preferred (Health Science degree strongly preferred)
• Minimum of 5 years of experience in customer service within the diagnostics industry.
• Strong problem-solving skills and the ability to use various electronic systems effectively (Microsoft, Salesforce, automated phone systems, etc.)
• Excellent communication and interpersonal skills.
• Experience in training and mentoring junior staff.
• Demonstrated ability to handle high-pressure situations with grace and professionalism.
• Ability to work independently as well as part of a team.
• Strong organizational and time-management skills.
• High attention to detail and accuracy.

Additional Details:

Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients.

Our competitive Total Rewards package includes:

• Competitive base salary and incentive compensation
• Health and welfare benefits including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• And more!

In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it’s an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.

By proceeding with our application and submitting your information, you acknowledge that you have read our U.S. Personnel Privacy Notice and consent to receive email communication from CareDx.

******** We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

#LI-Remote