Customer Service Coordinator (Inbound- contact center environment) #4535

{
  "content_hash": "8d035e4497e01c58d0eb1aca44ac02ec4c72b289af9755272bf5f587b8c4fcee",
  "source_hash": "d2d429672d87e21cf132303faf76c4111c74bc8603209641cb1e0131d05ea354",
  "last_changed_at": "2026-06-18T07:55:03.925Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Raleigh, NC",
    "city": "Raleigh",
    "region": "NC",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-18T07:55:03.858Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Raleigh, NC",
      "city": "Raleigh",
      "region": "NC",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "hybrid",
  "salary_period": null,
  "workplace_type": "hybrid",
  "salary_currency": null
}

{}

{
  "lists": [
    {
      "text": "Responsibilities:",
      "content": "<div>\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 12pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Respond to internal and external stakeholder calls, emails, and chat inquiries, providing accurate information on products, services, policies, and procedures in GRAIL’s customer relationship management (CRM) software.</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Independently resolve routine to moderately complex issues, using judgment within established guidelines.</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Process internal and external requests such as account creation, order changes, account updates, and troubleshooting steps.</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Document and track customer interactions in service systems to maintain accurate records.</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Escalate complex or high-impact issues to senior coordinators or supervisors, ensuring smooth handoff.</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Provide feedback on recurring issues or customer pain points to improve processes and customer experience.</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Meet or exceed service performance metrics including response times, quality scores, and customer satisfaction ratings.</span><span style=\"font-size: 12pt;\"><br></span><span style=\"font-size: 12pt;\">&nbsp;</span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><strong style=\"font-size: 12pt;\"><span style=\"font-size: 12pt;\">Adaptability and Growth Expectation</span></strong></p>\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><strong><span style=\"font-size: 12pt;\"><br></span></strong><span style=\"font-size: 12pt;\"> As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties.&nbsp; Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.</span><span style=\"font-size: 12pt;\"><br></span><span style=\"font-size: 12pt;\">&nbsp; </span><span style=\"font-size: 12pt;\"><br></span><span style=\"font-size: 12pt;\"><br></span><span style=\"font-size: 12pt;\">&nbsp; This may include:</span><span style=\"font-size: 12pt;\"><br><br></span></p>\n<ul style=\"padding-inline-start: 48px;\">\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Taking on additional responsibilities.</span><span style=\"font-size: 12pt;\"><br><br></span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Participating in cross functional projects and initiatives. </span><span style=\"font-size: 12pt;\"><br><br></span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Adapting to new technologies, processes, or methodologies.</span><span style=\"font-size: 12pt;\"><br><br></span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Supporting other departments or teams during periods of high demand.</span><span style=\"font-size: 12pt;\"><br><br></span></p>\n</li>\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt;\">Contributing to special projects or temporary assignments as needed.</span><span style=\"font-size: 12pt;\"><br><br></span></p>\n</li>\n\n<p>&nbsp;</p>\n\n<li style=\"font-size: 12pt; font-family: Arial, sans-serif;\">\n<p style=\"margin-top: 0pt; margin-bottom: 12pt;\"><span style=\"font-size: 12pt;\">&nbsp;</span><span style=\"font-size: 12pt;\"><br></span><span style=\"font-size: 12pt;\"> These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.</span></p>\n</li>\n\n</ul></li></ul></div>"
    },
    {
      "text": "Required Qualifications: ",
      "content": "<div>\n\n<li>\n<p>High school diploma or equivalent.</p>\n</li>\n<li>A minimum of 1 year of customer service experience in a call center or related environment.</li>\n<li>Strong customer service and communication skills.</li>\n\n</div>"
    },
    {
      "text": "Preferred Qualifications: ",
      "content": "<div>\n<ul data-pm-slice=\"3 3 []\">\n<li>Bachelor’s Degree or an equivalent combination of education and experience.</li>\n<li>\n<p>Strong interpersonal and communication skills with the ability to handle customer concerns calmly and effectively.</p>\n</li>\n<li>\n<p>Proficiency in using customer service software, ticketing systems, and common office applications.</p>\n</li>\n<li>\n<p>Problem-solving ability to assess customer needs and identify solutions within established procedures.</p>\n</li>\n<li>\n<p>Strong organizational skills and attention to detail.</p>\n</li>\n<li>\n<p>Ability to work both independently and collaboratively in a team environment.</p>\n</li>\n<li>\n<p>Office or call center environment with frequent use of computer, headset, and telephone.</p>\n</li>\n<li>\n<p>May require flexible scheduling, including evenings or weekends, depending on business needs.</p>\n</li>\n<li>\n<p>Frequent interaction with customers, requiring patience, empathy, and professionalism.</p>\n</li>\n<li>\n<p>Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:&nbsp;&nbsp;</p>\n\n</li><li>\n<p>Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)</p>\n</li>\n<li>\n<p>Protected health information (e.g. HIPAA, GDPR)</p>\n</li>\n\n\n\n</ul></div>"
    },
    {
      "text": "PHYSICAL DEMANDS / WORKING ENVIRONMENT",
      "content": "\n<li>Ability to travel as required as needed</li>\n<li>Hours and days may vary depending on operational needs.</li>\n<li>Standing or sitting for long periods of time may be necessary.</li>\n<li>Some lifting (up to 25 pounds) may be necessary.</li>\n"
    }
  ],
  "country": "US",
  "createdAt": 1776732496843,
  "updatedAt": null,
  "categories": {
    "team": "Customer Experience & Insights",
    "location": "Raleigh, NC; Durham, NC",
    "commitment": "Full-Time",
    "department": "Sales & Marketing",
    "allLocations": [
      "Raleigh, NC; Durham, NC"
    ]
  },
  "salaryRange": null,
  "workplaceType": "hybrid"
}