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GRAIL

Customer Service Specialist – Sample Management

GRAIL

. Coordinate and process advanced inquiries, requests, and service transactions .

Posted 10/26/2026full-timeDurham • North Carolina • United StatesJuniorMid-Level💰 $28 - $34 per hourWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in customer service coordination, problem resolution, and compliance with regulatory standards. Proficient in utilizing Salesforce and Google Workspace to enhance service efficiency and documentation accuracy.

Highest-signal resume keywords
Customer Service CoordinationSalesforce ProficiencyRegulatory Standards KnowledgeProblem ResolutionDocumentation Accuracy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer ServiceProblem SolvingDocumentationService TransactionsProcess ImprovementRegulatory ComplianceCall Center ExperienceMacOS ProficiencyGoogle WorkspaceGRAIL Experience
Soft Skills
Team GuidanceCommunicationInterdepartmental Collaboration
Industry Keywords
CAPCLIANYSDOHISO 15189HIPAAGDPR

Tech Stack

Tools & technologies
MacOS

About the role

Key responsibilities & impact
  • Coordinate and process advanced inquiries, requests, and service transactions
  • Ensure accurate documentation and timely resolution in accordance with company procedures
  • Investigate and resolve non-routine or escalated customer issues
  • Refer matters outside established parameters to supervisors or appropriate departments
  • Apply detailed knowledge of products, systems, and workflows to assist customers and internal teams
  • Monitor service activity to identify recurring issues and process improvement opportunities
  • Report findings to supervisors
  • Assist with updates to departmental procedures, reference materials, and training documentation
  • Relay relevant information between customer service, sales, operations, and other internal departments
  • Provide guidance and procedural assistance to junior team members
  • Maintain compliance with quality, accuracy, and performance standards while meeting productivity goals

Requirements

What you’ll need
  • High School Diploma or equivalent with 4+ years of applicable experience, or BS/BA with 2 years of applicable experience
  • Internal candidates with 2+ years of relevant GRAIL experience may also be considered based on demonstrated experience and capabilities aligned with the role
  • Previous experience using Salesforce
  • Experience in a call center with inbound/outbound calls
  • Proficiency in MacOS
  • Experience using Google Workspace
  • Knowledge of applicable regulatory standards, including CAP, CLIA, NYSDOH, ISO 15189, HIPAA, and GDPR
  • Office or call center environment experience with frequent computer and telephone use

Benefits

Comp & perks
  • Annual bonus and/or other incentives, in accordance with applicable plans and company discretion
  • Flexible time off or vacation
  • 401(k) retirement plan with employer match
  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Well-being programs
  • Flexible working arrangement with ability to work from GRAIL's office or from home