Customer Support Specialist II

The Provider Support Specialist at Exact Sciences provides customer service to healthcare providers and internal sales teams, handling inquiries, resolving issues, and supporting sales strategies in a healthcare environment.

Location: Remote (US)

Salary: $38,000 - $65,000 (National salary range); $51,600 - $77,400 (California salary range)

Responsibilities

• Answer incoming phone calls.
• Place outbound calls as necessary.
• Respond to voicemail and email inquiries.
• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.
• Manage and resolve customer complaints, escalate high priority issues.
• Identify process improvements and document new procedures.
• Support external channels of the business.
• Maintain knowledge of sales policies, organizational structure, and sales initiatives.
• Report to work on time and follow attendance guidelines.
• Work cross-functionally to triage issues.
• Support the Clinical Study team for order entry, issue resolution, and process improvement.

Requirements

• High School Diploma or GED.
• 3+ years of customer service experience, preferably in healthcare contact centers.
• 3+ years of experience in sales or customer service with a focus on customer experience.
• Must be 18 years or older.
• Authorization to work in the US without sponsorship.
• Ability to perform essential duties with or without accommodation.

Benefits

• Paid time off (vacation, holidays, volunteering, personal time).
• Paid leave for parents and caregivers.
• Retirement savings plan.
• Wellness support.
• Health benefits including medical, prescription drug, dental, and vision coverage.

Additional Information

• Position is bonus eligible.
• Foster a diverse and inclusive culture.
• Support and comply with company policies and procedures.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Progress and proficiency will be evaluated through training activities.