Customer Care Specialist

Title: Customer Care Specialist – Remote

Location: San Diego, CA; United States

Customer Care Specialist

Myriad Genetics Inc. is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics. Gateway Genomics, a wholly owned subsidiary of Myriad Genetics, is best known for the early gender DNA test SneakPeek, is a personal genomics company dedicated to unlocking prenatal genetic information that gives families insight into their future children. Since inception, more than 1 million SneakPeek tests have been provided to help new parents bond with their babies, make plans, and connect with friends and family around them.

Customer Care Specialist Role: We are seeking an experienced customer service professional to join SneakPeek’s Customer Care team. SneakPeek’s Customer Care Specialists are an integral part of the SneakPeek customer journey. By providing the top-of-the-line service, it is the Customer Care team’s responsibility to ensure that every SneakPeek customer has the best possible experience, from beginning to end.

This role is full-time (40 hours/week), remote, and may be performed from anywhere in the United States. The required shift for this role is 9am PT 5:30pm PT, Monday through Friday. Ideal candidates are open to working one weekend day, weekly, and are open to a flexible schedule (and overtime, if needed) as business needs may change seasonally.

Customer Care Specialist Duties and Responsibilities

Provide friendly and professional customer support through a variety of customer communication channels including phone, chat, and email

Provide accurate, valid and complete information by leveraging team SOPs and tools

Consistently deliver on support metrics, including response times, throughput goals and CSAT benchmarks

Demonstrate expert knowledge of SneakPeek Gender At-Home products

Exhibit solutions-oriented approach to customer concerns and team needs

Act as a representative of the SneakPeek voice and demonstrate SneakPeek values in all customer interactions check out our blog (sneakpeektest.com/blog) and Instagram profile (@sneakpeektest) to get a feel for our tone and ethos

Customer Care Specialist Experience and Qualifications

Candidates for this role must:

Have at least 1 year of experience in customer service

Experience in a high-volume support environment, servicing by phone, chat, and email

Experience in help desk platforms (Zendesk, Salesforce, Helpscout or similar)

Be friendly and professional with excellent verbal, written, and social skills

Possess a strong work ethic with a genuine passion to provide excellent customer service

Work exceptionally well with others in a close-knit team environment

Be proficient with technology, web-based systems, Microsoft Word and Excel

Be able to type 50+ WPM

The most qualified candidates for this role have:

A two- or four-year college degree

At least 1-year of experience with virtual customer service

Experience with e-commerce platforms such as Klaviyo, ShipStation, WooCommerce

Self-starting, entrepreneurial approach