Customer Support Specialist III

Help us change lives

At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

Shift: Monday - Friday with start times range between 8:00am - 11:30am. 8 hour shifts.

Location: This role is full time onsite at our 1 Exact Lane location in Madison, WI.

Essential Duties

include but are not limited to the following:

• Answer incoming phone calls from Exact Sciences patients.
• Act as point of contact for specialty clients.
• Follow up on patient orders and provide support as needed.
• Onboarding support, as needed.
• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.
• Manage and resolve customer complaints; identify and escalate high priority issues to management.
• Work as a team to identify process improvements and document new procedures for growth.
• Provide support to National Accounts.
• Place outbound calls, as necessary.
• Respond to voicemail and email inquiries.
• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.
• Report to work on time and follow attendance guidelines and schedule adherence practices.
• Work cross-functionally to triage issues for appropriate resolution.
• Support the Clinical Study team for order entry, issue resolution, and process improvement.
• Support provider issues.
• Ability to accurately follow written and verbal instructions.
• Excellent problem-solving abilities.
• Excellent verbal and written English communication skills.
• Strong organizational skills.
• Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.
• Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.
• Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 4+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.
• 4+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience.
• Must be 18 years of age or older.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Associates degree in business administration or related field.
• Knowledge of contact center technology.
• Demonstrated strong attention to detail and focus on quality output.
• Demonstrated knowledge of customer service principles and practices.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.