Our mission is to identify cancer early, when it is most treatable. We aim to change the course of cancer-related deaths and unite partners around adopting innovative, safe, and effective technologies that can reshape cancer care.

We are a healthcare company developing new technologies to improve early cancer detection. Our organization brings together scientists, engineers, and physicians, leveraging next‑generation sequencing (NGS), large-scale clinical studies, and advanced computer and data science to confront one of medicine’s toughest challenges.

GRAIL is based in Menlo Park, California, with additional locations in Washington, D.C., North Carolina, and the United Kingdom. The company is backed by major global investors and leading pharmaceutical, technology, and healthcare organizations.

For more information, visit https://grail.com.

The Customer Service Representative (CSR) is the main point of contact for customers reaching out to GRAIL by phone, email, or chat. In this virtual contact center role, the CSR handles incoming customer inquiries and understands the critical role of outstanding service in cancer care.

The CSR is dedicated to personal and professional growth, supporting the needs of both customers and the company, and making a meaningful impact on each caller and the broader healthcare environment.

This position is based in our Durham, North Carolina office and provides a flexible work arrangement, allowing work from the office or from home. Current policy requires at least 40 percent, or 16 hours per week, to be spent on-site. Your specific schedule will be determined with your manager based on team and business needs and may exceed this minimum.

Responsibilities include:
• Managing incoming communications in GRAIL’s virtual contact center
• Taking ownership of each customer interaction through completion
• Accurately documenting customer interactions in the CRM system
• Entering and verifying customer and patient information in the LIMS
• Using call center software effectively
• Maintaining a working understanding of laboratory operations and supporting lab processes
• Providing clear, complete documentation and completing tasks within scheduled hours
• Demonstrating courtesy and professionalism in all situations
• Reflecting GRAIL’s values in all communication
• Staying calm during conflicts and escalating issues when needed
• Maintaining strong knowledge of GRAIL products and procedures
• Communicating effectively with colleagues and non-laboratory staff
• Identifying and reporting opportunities for process improvement
• Following customer service SOPs
• Complying with policies related to safety, quality, and regulatory requirements
• Following CLIA, CAP, HIPAA, and all applicable regulations
• Adapting to changes in responsibilities as determined by the company

Required qualifications:
• Bachelor’s degree or equivalent education and experience
• At least one year of customer service experience
• Strong communication and customer service skills

Preferred qualifications:
• Strong communication abilities across teams and with customers
• Excellent organization and attention to detail
• Ability to accept and apply feedback professionally
• Skill in prioritizing tasks and achieving high-quality outcomes
• Ability to work collaboratively within a team
• Strong computer and software proficiency
• Clear, proactive, and consistent communication

Physical demands and work environment:
• Ability to travel as needed, approximately 85 percent, including overnight stays
• Variable hours depending on operational needs
• Extended standing or sitting may be required
• Ability to lift up to 25 pounds

The expected annual base salary for this full-time role is $43,000 to $53,000. Actual pay depends on skills, experience, and location. Employees may be eligible for an annual bonus or incentive plan, as well as long-term incentives. GRAIL offers competitive benefits, including flexible time off, a 401(k) with company match, medical, dental, and vision insurance, and mindfulness programs.

GRAIL is an equal opportunity employer committed to creating a workplace where everyone can succeed and grow. We provide equal employment opportunities regardless of race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected status. This applies to all employment stages, from hiring to training to promotion. GRAIL maintains a drug-free workplace.

We consider qualified applicants with criminal histories in accordance with the law and provide reasonable accommodations for individuals with disabilities. If you need accommodations to apply, contact rc@grailbio.com.

To learn more about equal employment protections, see the “Know Your Rights” poster.

We encourage applicants from all backgrounds to join us.