Customer Success Advocate I – Oncology

Position Summary
A Customer Success Advocate (CSA) answers incoming customer phone calls and follows company policies to solve customer issues, escalating when needed. Provides accurate, helpful information as the first point of contact to ensure customer satisfaction.

Job Responsibilities
- Meet department deliverables and goals.
- Meet regulatory agency requirements for the role.
- Answer incoming customer calls and take appropriate action per SOPs.
- Maintain customer satisfaction with a friendly, professional, positive communication style.
- Maintain current knowledge of Caris products and services.
- Use company policies to resolve issues or escalate to management/other departments; escalate quickly and professionally.
- Accurately record call details and take action in the Caris LIS.
- Build strong customer relationships (client focus, reliability, responsiveness).
- Coordinate with internal teams (laboratory operations, pathologists, clinicians, and others) to facilitate customer needs.
- Use laboratory information system (LIS) and customer relationship management (CRM) software to enter, gather, and analyze data.
- Assist with other related duties and special projects as assigned.

Required Qualifications
- High school diploma or equivalent.
- 1–3 years in customer support requiring deductive reasoning.
- Knowledge of HIPAA provisions and patient data privacy.
- Experience with hands-on and phone-based support of PC hardware, Windows OS, and productivity software.

Preferred Qualifications
- Bachelor’s degree.

Other
- Periodic travel and some evenings/weekends and/or holidays may be required.

Application/Employment Instructions
- Pre-employment process includes criminal background check, drug screening, credit check (for certain positions), and reference verification.