Customer Support Specialist II

About Exact Sciences

Exact Sciences is dedicated to transforming cancer prevention, detection, and treatment by providing patients and clinicians with clear information critical for making confident healthcare decisions. Join our mission-driven team to engage in meaningful work within an inclusive environment enriched with comprehensive benefits that support your life while helping others.

Position Overview

This role involves delivering exceptional customer service to healthcare providers collaborating with Exact Sciences as well as supporting our internal inside sales team. The position requires collaboration across all teams within our Customer Care Center and may include special tasks aligned with sales strategies or unique initiatives.

Key Responsibilities

• Handle incoming telephone inquiries promptly and professionally.
• Conduct outgoing calls when appropriate to follow up on customer needs.
• Respond efficiently to voicemails and email communications.
• Investigate and resolve issues raised by the sales force, providers, or other internal stakeholders.
• Manage and de-escalate customer complaints, escalating urgent matters to management as necessary.
• Collaborate with team members to identify and implement process improvements and document new procedures that support growth.
• Provide customer support to Alternate Channels within the business operations.
• Stay informed on updates to sales policies, organizational changes, territory assignments, and sales strategy communications.
• Adhere strictly to attendance and schedule guidelines, ensuring punctuality.
• Work cross-functionally to direct issues toward effective resolutions.
• Support the Clinical Study team with tasks including order entry, problem resolution, and process optimization.

Required Skills and Attributes

• Proficient verbal and written communication skills in English, with strong attention to grammar and spelling.
• Ability to follow both written and oral instructions accurately.
• Excellent problem-solving skills and strong organizational abilities.
• Professional, positive interpersonal skills to build effective relationships at all organizational levels.
• Adaptable team player capable of managing dynamic workloads and learning quickly.
• Self-disciplined, motivated, and dependable with the ability to maintain focus and work independently.
• Committed to performing quality work consistently and reliably attending to work schedules.
• Alignment with company values, demonstrating accountability, innovation, integrity, quality, and teamwork.
• Compliance with company Quality Management System standards.
• Comfortable using both computer systems and telephone simultaneously, including headset operation.
• Willingness to engage actively in ongoing training and proficiency assessments to ensure mastery of key concepts and skills.

Minimum Qualifications

• High school diploma or GED.
• A minimum of three years of customer service experience, ideally in a healthcare inbound/outbound contact center environment.
• At least three years working in sales or customer service with focus on delivering an exemplary customer experience.
• Must be 18 years or older and authorized to work in the United States without sponsorship.
• Capability to perform essential job duties with or without reasonable accommodation.

Preferred Qualifications

• Associate's degree in business administration or related discipline.
• Familiarity with contact center technology.
• Detail-oriented with a strong quality focus.
• Understanding of customer service principles and best practices.

Compensation and Benefits

Annual base salary ranges between $38,000 and $65,000 nationally, with a higher range of $51,600 to $77,400 applicable for California. This full-time position is also eligible for bonuses. Our comprehensive employee benefits include paid time off for vacations, holidays, volunteering, and personal reasons, paid parental and caregiver leave, a retirement savings plan, wellness programs, and extensive health coverage including medical, dental, vision, and prescription drug benefits.

Diversity and Equal Opportunity

Exact Sciences values diverse experiences and perspectives and creates an inclusive culture for personal and professional growth with mutual respect and belonging. The company is an equal opportunity employer; all qualified applicants can expect fair employment consideration regardless of disability, veteran status, or other protected characteristics in compliance with applicable laws.