Customer Service Representative, III (Enterprise and Phlebotomy Support) #2717

GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit www.grail.com.

Customer Service Representative, III (Enterprise and Phlebotomy Support) will work primarily with internal stakeholders and act as the primary liaison for phlebotomy feedback and training with our vendors. In addition, they will serve as an escalation point between our front-line service representatives and our internal stakeholders or enterprise clients.
You Will:

• Serve as the primary point of contact for internal stakeholders, including providing support and addressing any issues or concerns that arise.
• Act as the primary liaison between our organization and phlebotomy vendors, providing feedback and overseeing training initiatives.
• Work collaboratively with other departments to identify areas for improvement and implement process improvements to enhance the customer experience.
• Provide training and support to new and existing customer service representatives.
• Monitor and analyze customer feedback to identify trends and opportunities for improvement.
• Act as an escalation point between our front-line service representatives and our internal stakeholders or enterprise clients.

Your Background Should Include:

• Bachelor's degree or equivalent experience.
• Minimum of 5 years of experience in customer service, with a focus on supporting internal stakeholders.
• Proven experience working with vendors and managing vendor relationships.
• Strong communication and interpersonal skills, with the ability to build strong relationships with stakeholders and vendors.
• Excellent problem-solving and analytical skills, with a track record of implementing process improvements.
• Experience providing training and support to new and existing employees.
• Knowledge of phlebotomy procedures and best practices is a plus. 
• Bilingual skills are a plus.

The expected, full-time, annual base pay scale for this position is $63,750 - $78,200. Actual base pay will consider skills, experience, and location.

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

GRAIL is an Equal Employment Office and Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.


Following extensive monitoring, consideration of business implications, and advice from internal and external experts, GRAIL US has made the decision to require that all U.S. employees be “Fully Vaccinated” with the COVID-19 vaccine. “Fully Vaccinated” is defined as two weeks after both doses of a two-dose vaccine (e.g. Pfizer or Moderna) or two weeks since a single-dose vaccine (e.g. Johnson & Johnson) has been administered. Absent a qualifying exemption, all GRAIL US employees are to comply with this requirement, including providing documentation of such vaccination status, as a condition of employment. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation for consideration by GRAIL.