Customer Success Operator

Main Location
San Carlos, CA, United States
Open jobs

It’s our mission to empower every person to improve their life through DNA. We believe DNA will be digitally accessible to each person so that it can be used—at any time—to improve health outcomes and accelerate research.

Helix powers life-changing population health programs. Our world-class clinical laboratory platform and proprietary Exome+ assay enable health systems to integrate genomic information into routine clinical care and enhance the accessibility of personalized healthcare. Additionally, Helix stores and protects participants’ DNA information, so that as the science evolves, health systems, patients and researchers are able to continuously benefit from a lifetime of DNA insights. 

Our big vision comes with big responsibility. That’s why we’re building a diverse team of experts in the field of genetics, engineering, design, business development, and beyond to help bring actionable insights to our customers.

Helix is fanatic about delivering an industry leading customer experience!  We believe in empowering team members to serve in the best interests of our customers and delight in exceeding expectations.  We are purposeful in sustaining a transparent and supportive environment, encouraging ownership of customer issues and valuing feedback at all levels of leadership.  Our work culture goes hand in hand with service to our customers and each other.

 As a Customer Success Operator, you will:

Be a champion of the customer experience with a strong desire to exceed customer expectations, be well informed and curious about the Helix products and how you can leverage existing solutions to delight the customer. 

  • Ensure availability to our customers alternating between phone, email, and chat.
  • Comfortable working with HIPAA and private health/personal information 
  • Document all customer interactions within our CRM system, SalesForce and Shopify experience preferred.
  • Be comfortable supporting multiple partner products and alternating between email, phone, and chat support. 
  • Be comfortable taking on additional projects and learning new skill sets as necessary.

Daily Tasks: 

  • Address consumer issues via phone, email, website or any social media outlet. 
  • Manage refunds.
  • Manage voicemails.
  • Manage credit card and any other payment dispute or fraud. 
  • File any fraud issues with regulatory bodies. 
  • Complete ongoing data deletion tasks. 
  • Order management- order status, order troubleshooting, re-order, kit status, reship etc. 
  • Clear daily caseload. 
  • Present weekly deviations to quality team and provide background information into issue, solution, ownership. 
  • Always follow up with any customer with a case open more than 5 business days to provide an updated resolution. 
  • Support troubleshooting for partner on-site registration. 
  • Manage return to sender issues and complete tasks. 
  • Assist customers with Partner Website when seeking results login information.
  • Attention to detail, commitment to finding the most efficient and best fit solution, while identifying trends. 

Experience 

  • Bachelor Degree
  • 4 years of professional experience in the life sciences field, or customer service call center
  • Experience using SalesForce, TalkDesk or other customer service and call center software 
  • Experience with Microsoft Office Suite, Google Suite
  • Excellent written and oral communication skills

Typical Hours

M-F, 8AM-5PM

What Helix can offer you:

  • Competitive compensation, including meaningful equity
  • 401(k) with employer matching
  • Health insurance, including medical, dental, and vision
  • 12 weeks of Maternity or Paternity leave
  • 4 weeks of paid Pregnancy Disability
  • On-premise nursing room
  • Commuter benefits
  • Catered meals
  • Flexible PTO

Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.

 


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Customer Success Operator
Helix