Customer Service Representative (Contractor)

Helix is dedicated to transforming healthcare through genomics, aiming to integrate genomic data into clinical practice. They are seeking a Customer Service Representative to manage customer inquiries and resolve issues while maintaining high standards of privacy and security.

Responsibilities:

• Resolve customer issues end to end across phone, email, and webform, from first contact through resolution
• Handle the complex and first-of-their-kind cases that need human judgment, where there is no playbook to follow
• Work through ambiguous situations by reasoning to the right answer rather than reaching for a canned response
• Support multiple products, partners, and customer types, prioritizing based on business need
• Spot patterns in recurring issues, flag gaps in how we handle them, and help the team resolve faster and more consistently
• Loop in the right partners across Helix when an issue needs specialized help, and see it through to resolution
• Document customer interactions in our systems accurately and thoroughly
• Maintain HIPAA compliance and high standards of privacy and security when handling sensitive information
• Assist with quality investigations and complaints

Requirements:

• 4 or more years in customer support, quality, or a related role where accuracy and follow-through genuinely mattered
• A 4-year degree. The science and technology behind our work reward people who are comfortable learning in a rigorous, information-heavy environment
• Comfort in a regulated environment, handling health and personal information with care
• Critical, independent thinking. You'd rather understand why something is happening than simply close the ticket
• Genuine warmth in hard conversations. You can be calm, clear, and human with someone who's worried about their health
• A fast ramp. You pick up new products, tools, and systems quickly
• The range to juggle many things at once without dropping the ones that matter
• A team-first instinct. You share what works and look for ways to make the team more efficient, not just yourself
• Background in genomics, diagnostics, or a patient-facing healthcare setting
• A degree in biology, genetics, or a related science
• Bilingual in English and Spanish, written and verbal