Customer Service Specialist (Sample Management) #4741 Full Time

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.

GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com

Join our dynamic team in our mission to enhance lives through active listening, innovative solutions, and crafting unparalleled customer journeys. As a Customer Service Specialist (CSS) at GRAIL, you’ll be at the forefront of customer interactions, embodying our commitment to excellence. As the primary touchpoint for our valued customers, you’ll expertly address inquiries related to our cutting-edge lab services, pricing, procedures, and timelines. Engaging through diverse channels such as phone, email, fax, and live chat, you’ll harness your deep understanding of GRAIL to elevate customer satisfaction. Your role as a CSS is pivotal in our dedication to delivering extraordinary service in the realm of cancer care, truly impacting each customer’s unique journey.

Step into a crucial role where you’ll break down intricate technicalities into easily understandable language for our customers. Your day will involve helping customers grasp the real-world benefits and applications of GRAIL’s products. While doing so, you’ll actively listen and adapt solutions to suit individual needs.

You’ll become a pro at resolving conflicts, ensuring smooth communication between customers and our internal teams. Our CRM will be your toolkit for meticulously recording interactions, whether you’re responding to incoming queries or taking the initiative to connect with medical professionals for prompt issue resolution.

Owning each customer interaction, you’ll be the go-to for accurate documentation in our systems. Your solid understanding of laboratory operations will complement your proactive approach, resulting in interactions that are concise, yet packed with valuable information. Exemplifying our values, you’ll handle conflicts with poise and escalate matters as required.

Flexible – MPK or RTP (3 days in office) – This is a hybrid role based in either Menlo Park, CA (moving to Sunnyvale, CA in Fall 2026) or Durham, NC. Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 60% requirement for the site.

** Internal employees will be considered regardless of location**

Responsibilities

• Provide advanced support for activities across business areas or groups
• Review all documentation related to the work area and collaborates with stakeholders to identify areas for process improvement
• Contribute towards best practice methods and procedures on new assignments
• Work on assignments requiring considerable judgment and initiative
• Understand implications of work and makes recommendations for solutions
• Gather and analyzes information to identify and solve problems that arise with minimal guidance
• Use knowledge of team interdependencies to impact achievement of objectives
• Develop specialized skills through job-related training and considerable on-the-job experience
• Apply in-depth skills and understanding in multiple processes and procedures to carry out assignments or developed skills in a single area
• Impact own team and other teams whose work activities are closely related
• Suggest improvements to existing processes and solutions to improve the efficiency of the team
• Network with peers and internal partners and may interact across functional area
• Informal team leader, providing work direction to others
• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

Required Qualifications

• High School Diploma or equivalent with 4+ years of applicable experience or BS/BA + 2 years of applicable experience.

Preferred Qualifications

• Previous experience using Salesforce
• Proficiency in MacOS
• Experience using Google Workspace

Physical Demands & Working Environment

• Hours and days may vary depending on operational needs.
• Standing or sitting for long periods of time may be necessary.
• Some lifting (up to 25 pounds) may be necessary
• Ability to travel as required

The expected, full-time, hourly scale for this position is $32/hr-$39/hr. Actual pay will consider skills, experience, and location.

This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate’s qualifications. Employees in this role are also eligible for GRAIL’s comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, , or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at rc@grailbio.com if you require an accommodation to apply for an open position.

GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!