Customer Success Agent

ABOUT PRECISION DIAGNOSTICS:

Precision Diagnostics, based in San Diego, California is a fast-growing clinical laboratory that specializes in providing drug testing, primarily for the purpose of helping physicians monitor their patient's undergoing treatment for pain or substance abuse. Precision’s objective is maximizing the patient outcome to healthcare spend ratio.

THE ROLE:

The Customer Success Agent is responsible for the setup and maintenance of newly acquired customer accounts. This includes verifying customer information, pre-boarding and onboarding new accounts and updating existing accounts. The Customer Success Agent is also responsible for accurate data entry into the company’s internal system and ensuring customer satisfaction. This role requires excellent customer service skills, as well as strong problem-solving and organizational skills.

OUTCOME:

• Manage the onboarding process for new customers, including initial contact with the associated Sales team member(s)

• Conduct pre-boarding due diligence checks on potential customers to ensure compliance with applicable healthcare regulations and internal policies

• Organize customer files and manage correspondence via Teams

• Collaborate with cross-functional teams, such as Shipping and Receiving, Accessioning, Billing, Clinical Support, & Compliance to ensure successful customer onboarding

• Provide prompt and friendly assistance to all Sales team members throughout the pre-boarding, onboarding, implementation process

• Complete customer account management through timely updates, when requested

• Provide excellent customer service to all customers

• Complete account deactivation services for lost accounts

• Complete administrative tasks as assigned by the Director of Customer Success. This may include, but is not exclusive to, monthly Compliance audits, Quality Assurance checks and annual acknowledgement outreach

WHAT YOU BRING TO THE TABLE:

• Must be a dynamic and self-starting individual, able to work as part of a team or independently, with strong organizational skills

• Proficiency in customer service experience is a must-have skill

• Strong prioritization skills and ability to adapt to change

• Excellent verbal and written communication skills

• College degree preferred

• To be successful, you agree that technology is a key part of every business process, and you will make new technology adoption part of your routine

• Become fluent in Microsoft 365 (formerly Office635) applications assigned to your role. Common applications include Teams, Word, Excel, SweetProcess, Tasks and Planner

• Complete training in a timely manner that is assigned to you. Training is primarily conducted via Microsoft Learn modules and is assigned based on:

• Position/Job Role – Most positions require a core set of Microsoft 365 working knowledge

• Project Role – As member of a project team, you may be required to complete training before you can engage with the project team or commence project work

• Ad-Hoc – Based on review of your performance via support requests, training modules will be assigned to increase skills

WHAT WE BRING TO THE TABLE:

• Comprehensive benefits package: Medical, Dental, Vision, and additional optional coverages

• 401K with company match

• Paid time off and paid Holidays

• Precision is dedicated to giving back to our communities through various platforms such as:

• Sponsoring high school students with limited economic means

• Annual company food drive with Precision matching each employee donation

• Precision Cares program, partnering with local communities each year to give back

• Frequent company events to keep our employees connected such as:

• Lab Week: To celebrate and recognize the value our Lab Team members contribute

• Compliance Week: To shine a light on the importance of compliance & ethics

• Quarterly State of the Unions: All company business updates from our CEO

• National Sales Meeting in San Diego for all Sales team members to connect and learn

ADDITIONAL JOB CONSIDERATIONS:

• This position is Full-Time.

• The hourly pay range is $25-$27

• This position is remote, with no relocation assistance package.

• Flexible working hours with a minimum of 40 hours per week.

• Must be able to sit at a desk for prolonged periods and work on a computer.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Precision is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all employment practices within our organization, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Precision Diagnostics makes hiring decisions based solely on qualifications, merit, and business needs at the time.