Customer Service Representative

BillionToOne is a next-generation molecular diagnostics company dedicated to developing powerful and accurate diagnostic tests that are accessible to all. Our innovative QCT molecular counting technology significantly enhances the resolution of disease detection using cell-free DNA by over a thousandfold. This groundbreaking technology is integral to our product offerings, including one of our flagship products, Unity Complete™, the only non-invasive prenatal screen capable of assessing fetal risk for both common recessive conditions and aneuploidies from a single maternal blood sample. Leveraging the same molecular counting technology, we've expanded our impact into oncology in 2023 with a pioneering liquid biopsy test, Northstar, that combines treatment selection with monitoring. To date, over 500,000 patients have benefited from our innovative and precise diagnostic tests, and our Annual Recurring Revenue (ARR) has grown from $0 to $125 million in the last ~4 years.

BillionToOne has successfully raised close to $400 million in funding, with a notable $130 million Series D round completed in June 2024, resulting in a company valuation of over $1 billion. This funding has come from prestigious global institutional investors, including Hummingbird, Adams Street Partners, Neuberger Berman, Baillie Gifford, and Premji Invest. BillionToOne has recently been recognized by Forbes as one of America's Best Startup Employers for 2024, highlighting the company's exceptional work environment and commitment to innovation.

Our team has grown significantly and we now proudly employ over 400 highly skilled individuals. Despite substantial growth, we have successfully maintained the unique culture that has defined BillionToOne from inception, continuing to cultivate a team that is not only diverse and passionate but also innovative. Headquartered in Menlo Park, California, with an additional facility in Union City, California, BillionToOne remains at the forefront of significant advances in molecular diagnostics, evidenced by the recent announcement of clinical outcomes data for its Unity Fetal Risk Screen and new advancements in cancer diagnostics. For more detailed information about BillionToOne and its groundbreaking work, please visit our website at www.billiontoone.com.

We are looking for a Customer Service Representative to provide exceptional service and support to BillionToOne’s customers. The Customer Service Representative holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics and auxiliary staff and for patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and who can effortlessly help drive and influence a positive patient and customer experience.

This role is an onsite position, located in our brand new, state-of-the-art, 90,000 square foot facility in Union City, CA. 

Responsibilities:

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage
• Keep precise and clear documentation of all communications and follow-up activities
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results
• Contact physicians and other medical personnel to obtain missing information from test orders
• Enter and qualify new customer information into CRM and LIMS systems
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes 
• Participate in projects that extend beyond your day-to-day to stretch to help build a world-class Client Service organization
• Represent the organization during intra-department meetings or All Hands meetings as needed

Requirements:

• 1+ years of prior client-facing experience (diagnostic laboratory setting is a plus) 
• 4-year college degree (or equivalent in experience)
• Experience with CRM tool (Salesforce, Zendesk, etc) is a plus
• Advanced organizational skills with the ability to handle multiple assignments
• Ability to work in a very fast-paced, demanding environment 
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
• Passion for creating a delightful experience for  internal and external customers 
• Forward-thinking ability to break down complex situations with little to no guidance 
• Bilingual/Fluency in Spanish (preferred)

Benefits And Perks:

• Working with a team of ‘rockstars’ who bring out the best in everyone
• An open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands of patients
• Free daily on-site lunches provided by top eateries
• Latest and greatest hardware (laptop, lab equipment, facilities)
• A variety of perks on campus (state-of-the-art gym, fully-stocked cafeteria)
• Free on-site EV charging (compatible with all EVs, including Tesla)

At BillionToOne, we are proud to offer a combination of (1) competitive base pay, (2) generous equity options offering, (3) corporate bonus program, on top of (4) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).

For this position, the base pay is: $71,400 per year.

BillionToOne is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.