Client Services Specialist - Brazil Team (EST)

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REQUIREMENT: Brazilian Portuguese is a must, in addition to fluent English

SCHEDULE: Monday-Friday 7am-4pm EST

LOCATION: Anywhere in the U.S.A: This position is fully remote! 

We are seeking to add a Client Services Specialist to support our dynamic International Team, and specifically the partnership/clinical trials in Brazil. This individual will be on the front-lines responding to a variety of inquiries from our International healthcare providers and patients.  Some tasks would include, but not limited to: educating clients on our policies and processes, how to place an order, coordinating shipping logistics and clearing customs, answering billing questions or collecting payment, and resolving any order processing or systems issues. The individual will be expected to work cross-functionally across many departments such as sales, billing, client relationship managers, and lab teams in order to best serve our clients. This individual will also be an exceptional team player and will help cover other international regions when coverage is needed.

What you will do:
  • Be well-versed in all Invitae products, processes and policies in order to respond clearly to customer inquiries over the phone or email
  • Liaise with our clients and third party partners in order to get kits to our clients and have samples picked up from them
  • Work closely with the Partnership team to ensure customer issues are addressed, and to ensure utmost client satisfaction with the entire Invitae experience
  • Help troubleshoot system issues and/or educate providers and patients on processes for online access
  • Facilitate clients during the entire sample to report process such as  updating clients about the status of orders to ensuring test results are sent in a timely manner
  • Work closely with the sales team and client relationship management team to ensure utmost client satisfaction with the entire Invitae experience
  • Adopt a mindset of continuous process improvements that will enhance internal processes and client satisfaction
  • This position does require the ability to answer telephone calls throughout the work day
  • Expect that overtime will sometimes be needed in order to resolve an urgent and time sensitive issue or order, or to help maintain region demand and case volume
Who you are:
  • Self-starter - will be able to study systems and practice in order to be successful while on-boarding and can hit the ground running on their own quickly
  • Resourceful - someone who will be taking notes and remembering where to ask or where to look up information on their own 
  • Manages time wisely - someone that values theirs and other people’s time and can assess their own workflow and find better ways of efficiency. Can also work with little to no supervision in order to get everything they need to get done and in a timely fashion
  • Collaborative - someone who is great at working within a team and collaborating on information, training and/or improvements to SOPs
  • Urgency - the most successful candidate will be confident, display a sense of urgency to get things done, know how to prioritize their work, have follow-through and remains calm but thrives under pressure when pressing issues arise
  • Customer Experience - will be able to provide a high level of customer empathy and service by phone or email, and will follow-through on promises made
Required Experience and Skills:
  • 5+ years experience working in a client-facing, customer service role with a “white glove service” mentality
  • 2+ years of account management or client relationship experience.  Preference on being able to run Salesforce reports and identify regional trends.
  • Fluent in speaking, reading and writing English and Brazilian Portuguese
  • Located in the U.S. and can commit to working 7am-4pm EST, but is also flexible to cover later shifts when needed (such as pacific standard hours)
  • Open to working some holidays, as needed to maintain region demand
  • Preference for experience in interacting with international clients, handling high call/email volume
  • Preference for experience in handling customs issues and international shipping
  • Preference for industry experience in healthcare, biotech, and/or life sciences
  • Exceptional oral and written communication skills
  • Excellent organizational and multitasking capabilities
  • Can problem-solve and exercise critical thinking in a dynamic and rapidly changing environment
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce Lightning
  • Must be able to travel 2-3 times per year for required CS Training

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
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    • PHPLanguages
    • PythonLanguages
    • SqlLanguages

Location

Situated in Austin's Central Business District, one block West of the Texas State Capitol.

What are Invitae Perks + Benefits

Invitae Benefits Overview

At Invitae, our employees are the key to our continued success. Our culture is one of our most important strengths. A set of commitments we make to each other and to our customers to build a world-class organization in service of our mission. That is why Invitae proudly offers comprehensive perks and benefits program with choice and flexibility in mind.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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