Client Services Associate I, Prenatal

Responsibilities

• Engage clients through proactive outreach to obtain missing information needed to process and report test orders while delivering a personalized customer experience.
• Manage a queue of cases requiring follow-up and follow a scheduled contact cadence until resolved.
• Document all communications, follow-up attempts, and resolution details clearly in CRM and LIMS systems.
• Update customer and order information in internal systems.
• Resolve approximately 40–60 cases per day while maintaining quality and accuracy.
• Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients as needed.
• Collaborate with laboratory, data entry, sales, billing, and support teams to ensure accurate order processing and timely reporting.
• Update customer and order information in internal systems.
• Identify recurring issues or workflow gaps and escalate trends appropriately.
• Support process improvements and cross-functional tasks as needed.

Qualifications

• Prior client-facing experience in customer service, inside sales, call center, or a similar role.
• 4-year college degree or equivalent experience.
• Experience working in a fast-paced, high-volume environment with outbound call responsibilities.
• Excellent verbal and written communication skills.
• Strong attention to detail and accurate documentation.
• Ability to learn quickly, navigate systems, and resolve issues independently.
• Passion for providing a positive customer experience.

Nice-to-Haves

• Experience with CRM tools such as Salesforce, Zendesk, or similar systems.
• Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.
• Experience managing outbound call queues or scheduled follow-up cadences.
• Proficiency or fluency in Spanish to support a diverse client and patient base.

Benefits And Perks

• Open, transparent culture that includes weekly Town Hall meetings.
• The ability to indirectly or directly change the lives of hundreds of thousands of patients.
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%.
• Extremely generous Family Bonding Leave for eligible employees (16 weeks, paid at 100%).
• Supplemental fertility benefits coverage.
• Retail savings program including a 4% Company match.
• Increase paid time off with increased tenure.
• Latest and greatest hardware (laptop, lab equipment, facilities).
• Daily on-site lunches provided from top eateries.
• A variety of perks on campus (state of the art gym, fully stocked kitchen with snacks, drinks, etc.).
• Free on-site EV charging (compatible with all EVs, including Tesla).
• (1) Competitive base pay, (2) corporate bonus program, on top of (3) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).
• Total compensation package of $66,123 per year, including a base pay of $28.90 per hour.