Genetics Counselor jobs in San Jose, CA

Description

Responsibilities:

- Build and manage the systems and Client Services (CS) team needed to prioritize, resolve, and track customer issues and, in the process, support the sales & marketing teams.

- Provide supervision and guidance to resolve any client escalations as well as maintain a high quality of accuracy and professionalism in communications with clients.

- Identify and implement process improvements to optimize customer service operations.

- Develop a customer satisfaction stack and use this stack to analyze and report on retention, reduce churn, and customer satisfaction.

- Work with the Leadership team to share your customer needs, wants, and satisfaction findings along with a list of suggestions and initiatives to improve and grow customer engagement.

- Manage studies as needed in conjunction with Lab Operations and R&D to track requirements, orders, and client information as well as manage all study-related correspondence with clients and interface with veterinarians and scientists. 

- Communicate with clients, veterinarians, breeders, etc to answer questions, concerns, when escalated by the CS team.

- Organize client consultations in a professional and timely manner. 

- Monitor Facebook posts daily and respond to inquiries.

- Invoice clients via PayPal when requested and take payments over the phone via Square when requested; manage any issues with Stripe payments

- Create/edit client accounts, horses, orders, as needed by clients.

- Lead weekly Sample Submission (ISS) Meetings making sure we are on task for all orders received, contacting clients when the lab has questions on orders/samples/missing information).  

- Build and maintain close relationships with our VIPs and other clients in terms of sending reports, tracking samples and invoices/payments.

- Maintain Amazon Seller account, track inventory and work with consultants on marketing and increasing visibility on the website.

- Assist with special projects as required.

Requirements

We are a small team looking for someone to own Customer Service and grow the department over time. To contribute most effectively, you will have the following experience:

Required:

•    At least 3-5 years customer service experience 
•    Ability to manage multiple tasks of varying priority levels at once.
•    Ability to communicate effectively, in both written and oral formats.
•    Ability to work both independently and with teams.
•    Excellent organizational skills and attention to detail.
•    High level of self-motivation and integrity.
•    Basic computer skills, including proficiency with Microsoft Office
•    Experience with Google Workspace
•    Friendly demeanor, able to converse with co-workers and clients alike.
•    Ability to manage a small team.

Preferred:

•    At least 1-2 years of experience in science and research is preferred.
•    Knowledge and experience with horses.
•    Veterinary Technician experience a PLUS.