Bilingual International Customer Support Representative

Bilingual International Customer Support Representative

Company: Natera Location: USA (Onsite) Industry: Healthcare Contract: Permanent Seniority: Mid-level

Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. We aim to make personalized genetic testing and diagnostics a standard of care to protect health and enable earlier, more targeted interventions. Join our team of dedicated professionals and contribute to changing the landscape of genetic disease management.

About the Role

The Bilingual International Customer Support Representative will provide world-class service to our international customers, serving as the primary point of contact for our international Sales team and customers. This role is crucial in ensuring a smooth ordering and reporting process, contributing to a positive customer journey. The ideal candidate is passionate about providing excellent support, eager to learn about our products and services, and possesses strong problem-solving and critical thinking skills.

Key Responsibilities

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels.
• Manage a high volume of international customer accounts and their support needs.
• Resolve customer inquiries and issues promptly, clearly communicating resolutions and identifying root causes.
• Collaborate with the Sales team to follow up on missing information required for test processing and reporting.
• Document all customer interactions, communications, actions, and follow-ups in customer service applications.
• Partner with internal teams, including Sales, Product Development, and Lab Operations, to effectively meet customer needs.
• Coordinate with logistics and shipping teams to resolve any issues related to kits or samples.
• Provide training and educational support to internal teams and customers on test ordering processes.
• Stay updated on company products, services, and processes to offer optimal support.
• Track and report common customer issues, providing feedback for process improvements or product enhancements.
• Assist in testing upgrades and development of new customer service tools.
• Mentor and train new employees on international support processes.

Requirements

• Fluency in English and Spanish.
• Two-year degree and/or a minimum of 4 years of related experience; an undergraduate degree is preferred.
• Previous customer service experience, ideally within the healthcare, biotechnology, or diagnostics industry.
• Ability to work independently and as part of a global team.
• Excellent problem-solving skills and attention to detail, with the ability to complete tasks resourcefully and efficiently.
• Proficiency in using CRM software and customer support tools.
• Strong interpersonal skills and the ability to build rapport with international customers.
• Empathy, patience, and the ability to de-escalate challenging customer interactions.
• Excellent organizational skills and the ability to balance multiple client and internal stakeholder needs.
• Cultural sensitivity and awareness when interacting with customers from diverse backgrounds.
• Ability to work in a fast-paced environment and adapt to change.
• Proficiency in Microsoft Office applications, with excellent spelling and grammar.
• Must complete training related to HIPAA/PHI privacy, general policies, compliance, and security within the first 30 days of hire.

Preferred Skills and Experience

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
• Experience in data collection and maintenance.

What We Offer

• Competitive compensation range: $23 - $26 USD per hour.
• Comprehensive health benefits (medical, dental, vision).
• 401(k) with company match.
• Generous paid time off and company holidays.
• Additional wellness and work-life benefits.
• Free testing for employees and their immediate families, plus fertility care benefits.
• Pregnancy and baby bonding leave.
• Commuter benefits.
• A robust employee referral program.
• The opportunity to work with cutting-edge technology in the genetic testing field.