Customer Service Representative (Contractor)

Helix is a company that is transforming healthcare by integrating genomic data into clinical practice. They are seeking a Customer Service Representative to handle customer inquiries and resolve issues while maintaining high standards of privacy and security. This role requires both following established processes and exercising independent judgment for complex cases.

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