Customer Care Specialist (Gateway) REMOTE

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 (www.sneakpeektest.com), 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:

• 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

Physical Requirements

Lifting Requirements -sedentary work or exerting up to 10 pounds of force occasionally. Physical Requirements -stationary positioning, moving, operating, ascending/descending, communicating, observing, pushing or pulling, and reaching. Use of equipment and tools necessary to perform essential job functions.

EEO

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.