Customer Service Coordinator 4450
Company: GRAIL Inc
Location: Menlo Park
Posted on: January 25, 2026
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Job Description:
Our mission is to detect cancer early, when it can be cured. We
are working to change the trajectory of cancer mortality and bring
stakeholders together to adopt innovative, safe, and effective
technologies that can transform cancer care. We are a healthcare
company, pioneering new technologies to advance early cancer
detection. We have built a multi-disciplinary organization of
scientists, engineers, and physicians and we are using the power of
next-generation sequencing (NGS), population-scale clinical
studies, and state-of-the-art computer science and data science to
overcome one of medicine’s greatest challenges. GRAIL is
headquartered in the bay area of California, with locations in
Washington, D.C., North Carolina, and the United Kingdom. It is
supported by leading global investors and pharmaceutical,
technology, and healthcare companies. For more information, please
visit grail.com The Customer Service Coordinator (CSC) serves as
the primary point of contact when a customer interacts with GRAIL
via phone, email, and chat. In addition to being responsible for
receiving inbound communications from customers within GRAIL’s
virtual contact center environment, the CSC demonstrates a firm
understanding of the importance of exceptional service within the
realm of cancer care. The CSC is committed to personal and
professional change and growth, meeting the needs of the customer
and the company, and making a true difference in a caller’s day and
within the healthcare landscape as a whole. This role is based in
Menlo Park, California, and will move to Sunnyvale, California, in
Fall 2026. It offers a flexible work arrangement, with the ability
to work from GRAIL's office or from home. Our current flexible work
arrangement policy requires that a minimum of 40%, or 16 hours, of
your total work week be on-site. Your specific schedule, determined
in collaboration with your manager, will align with team and
business needs and could exceed the 40% requirement for the site.
At our Menlo Park campus, Tuesdays and Thursdays are the key days
where we encourage on-site presence to engage in events and on-site
activities. Responsibilities: Respond to inbound communications
within GRAIL’s virtual contact center environment. Demonstrate
ownership of each customer interaction, seeing all cases through to
completion. Accurately document all interactions with customers in
GRAIL’s customer relationship management (CRM) software. Enter and
qualify customer and patient information into GRAIL’s laboratory
information management system (LIMS). Interact effectively with
GRAIL’s call center software. Demonstrate a working knowledge of
laboratory operations and a willingness to contribute to laboratory
processes. Document interactions in a clear, concise, and thorough
manner, and ensure proper completion of tasks during scheduled
working hours. Maintain the highest level of courtesy and
hospitality under all conditions. Embody GRAIL values and
communicate with others in accordance with these standards. Remain
composed in conflict situations and escalate issues when
appropriate. Demonstrate thorough knowledge of GRAIL products and
procedures. Communicate effectively with coworkers and
non-laboratory personnel. Identify process improvement
opportunities and report them to customer service management.
Adhere to Standard Operating Procedures (SOPs) pertaining to
customer service. Comply with GRAIL policies regarding Bloodborne
Pathogen Exposure Control, Chemical Hazards, Illness and Injury
Prevention, Fire Safety, and Quality Assurance. Abide by CLIA, CAP,
HIPAA, and other state, federal, and regulatory guidelines. These
responsibilities summarize the role’s primary responsibilities and
are not an exhaustive list. They may change at the company’s
discretion. Required Qualifications: A Bachelor’s Degree or an
equivalent combination of education and experience. A minimum of
one year of customer service experience in a call center or related
environment. Strong customer service and communication skills
Preferred Qualifications: Strong communication skills with
coworkers, managers, and customers. Strong organizational skills
and meticulous attention to detail. Ability to accept, integrate,
and apply constructive feedback in a professional manner. Ability
to prioritize tasks and drive results with a high emphasis on
quality. Ability to work as part of a team within a highly
collaborative environment. Strong computer, internet, and software
operation skills. Ability to proactively communicate consistently,
clearly, and honestly. PHYSICAL DEMANDS / WORKING ENVIRONMENT
Ability to travel as required as needed Hours and days may vary
depending on operational needs. Standing or sitting for long
periods of time may be necessary. Some lifting (up to 25 pounds)
may be necessary. The expected, full-time, annual base pay scale
for this position is $49K-$61K. Actual base pay will consider
skills, experience, and location. This role may be eligible for
other forms of compensation, including an annual bonus and/or
incentives, subject to the terms of the applicable plans and
Company discretion. This range reflects a good-faith estimate of
the range that the Company reasonably expects to pay for the
position upon hire; the actual compensation offered may vary
depending on factors such as the candidate’s qualifications.
Employees in this role are also eligible for GRAIL’s comprehensive
and competitive benefits package, offered in accordance with our
applicable plans and policies. This package currently includes
flexible time-off or vacation; a 401(k) retirement plan with
employer match; medical, dental, and vision coverage; and carefully
selected mindfulness programs. GRAIL is an equal employment
opportunity employer, and we are committed to building a workplace
where every individual can thrive, contribute, and grow. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, national origin, sex,
gender, gender identity, sexual orientation, age, disability,
status as a protected veteran, , or any other class or
characteristic protected by applicable federal, state, and local
laws. Additionally, GRAIL will consider for employment qualified
applicants with arrest and conviction records in a manner
consistent with applicable law and provide reasonable
accommodations to qualified individuals with disabilities. Please
contact us at [email protected] if you require an accommodation to
apply for an open position. GRAIL maintains a drug-free workplace.
We welcome job-seekers from all backgrounds to join us!
Keywords: GRAIL Inc, San Mateo , Customer Service Coordinator 4450, Customer Service & Call Center , Menlo Park, California
