Customer Service Coordinator – Inbound Contact Center

About the role

The Customer Service Coordinator II provides direct support to internal and external stakeholders in an inbound contact‑center environment. You will handle a variety of inquiries, resolve moderately complex issues, and ensure high levels of customer satisfaction while contributing to continuous service improvement.

Key responsibilities

• Respond to stakeholder calls, emails, and chat inquiries using Grail’s CRM system.
• Independently resolve routine to moderately complex issues within established guidelines.
• Process requests such as account creation, order changes, and account updates.
• Document and track all interactions in service systems to maintain accurate records.
• Escalate complex or high‑impact issues to senior coordinators or supervisors.
• Provide feedback on recurring issues to improve processes and the customer experience.
• Meet or exceed performance metrics including response times, quality scores, and satisfaction ratings.

Required profile

• Strong judgment and ability to work independently on moderately complex issues.
• Excellent communication skills and a customer‑focused mindset.
• Flexibility to adapt to evolving responsibilities and business needs.
• Commitment to meeting performance targets and continuous improvement.

Required skills

• Proficiency with customer relationship management (CRM) software.

What we offer

• Flexible work arrangement with a minimum of 60% onsite presence.
• Opportunities for personal and professional growth within a pioneering healthcare company.