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Viome

is looking for a

Senior Customer Service Specialist

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Bellevue/Bothell, WA

Imagine a world where illness is optional. 

At Viome Life Sciences, our goal is to digitize, decode, and decipher human biology to prevent, treat, and cure chronic diseases and cancer. In order to enhance our understanding of the origin and progression of diseases, we use a systems biology approach combined with mRNA analysis and our state-of-the-art artificial intelligence platform. Our direct-to-consumer service analyzes gene expressions (mRNA) in order to provide individuals with health insights and precision nutrition to live a healthier life. 

We are a small, fast-growing, interdisciplinary team of passionate experts in biochemistry, microbiology, medicine, artificial intelligence, and machine learning with a shared mission to make illness optional. We are backed by some of the top investors in the industry including Khosla Ventures, West River Group, Bold Capital Partners as well as the CEO and founder of Salesforce, Marc Benioff.

We are looking for a Sr. Customer Service Specialist to deliver a high level of customer care, provide a concierge experience for customers, and resolve customer escalations. Successful candidates should have excellent attention to detail, strong organizational skills, and ability to project manage. In addition, candidates should have experience in managing clients, have the ability to coordinate with multiple internal stakeholders, and possess exceptional communication and interpersonal skills. 

This is a full-time role located in Bellevue or Bothell, WA.

Responsibilities:
  • Provide a high-level of service to manage client experience, which may include communicating through channels of email, chat, telephone, and video
  • Ensure prompt resolution of escalated and complex issues related to billing, products, services, shipping and general customer concerns while providing a high-level “concierge” service
  • Provide guidance and walk-through tests results & recommendations, educating customers on how to understand their test scores, what benefits supplements provide, etc. 
  • Maintain a high level of professionalism with customers, deliver a memorable experience with every customer interaction and advocate for customers when needed
  • Be a product and service expert, keep up-to-date on changes to company products, policies and procedures
  • Capture and categorize feedback, good and bad, to improve products & service as Viome scales
  • Ability to identify gaps, opportunities and training needs for customer service partners
  • Participate in projects, company events, and new product launches as needed
  • Impact Viome’s brand and bottom line by problem solving and turning frustrated clients into repeat customers

  • Qualifications:
  • Bachelor's degree in a business, hospitality, or life sciences related field
  • 3+ years customer service, concierge, or client management experience
  • Excellent verbal and written communication skills; ability to communicate complex information with executive & VIP level clients and customers
  • Ability to produce reports and summarize customer interactions via phone and video, feedback and concerns
  • Ability to remain professional and courteous at all times
  • Must be available to work a schedule that may include nights, holidays, and weekends if needed

  • We are a fast growing team offering a successful commercial product that has generated high demand. With offices in, New York, and Washington, we are looking to hire team members capable of working in dynamic environments, who have a positive attitude and enjoy working collaboratively. If you have the skills and are excited about Viome’s mission, we’d love to hear from you.

    Viome does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. 

    Here are some resources to learn more about us:

    https://www.viomelifesciences.com/  
    www.viome.com 
    https://www.instagram.com/tv/CWT0oDxgQI_/?utm_medium=share_sheet 
    https://www.instagram.com/tv/CV8Y1MkgCG3/?utm_medium=share_sheet 
    https://vimeo.com/649591281 
    https://www.youtube.com/watch?v=EHbQIm7Y9o8  

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