Client Services Associate I, Prenatal

We are looking for a Client Services Associate I, Prenatal (Women's Health) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization.

The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and patient-centric.

The Client Services Associate I is a full-time onsite position and reports to the Client Services Manager.

Working hours are Monday–Friday or Tuesday–Saturday, 8:00 AM to 5:00 PM PT, based on business needs.

Responsibilities:

• Engage clients through proactive outreach to obtain missing information needed to process and report test orders while delivering a personalized customer experience.
• Manage a queue of cases requiring follow-up and follow a scheduled contact cadence until resolved.
• Document all communications, follow-up attempts, and resolution details clearly in CRM and LIMS systems.
• Update customer and order information in internal systems.
• Resolve approximately 40–60 cases per day while maintaining quality and accuracy.
• Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients as needed.
• Collaborate with laboratory, data entry, sales, billing, and support teams to ensure accurate order processing and timely reporting.
• Update customer and order information in internal systems.
• Identify recurring issues or workflow gaps and escalate trends appropriately.
• Support process improvements and cross-functional tasks as needed.

Qualifications:

• Prior client-facing experience in customer service, inside sales, call center, or a similar role.
• 4-year college degree or equivalent experience.
• Experience working in a fast-paced, high-volume environment with outbound call responsibilities.
• Excellent verbal and written communication skills.
• Strong attention to detail and accurate documentation.
• Ability to learn quickly, navigate systems, and resolve issues independently.
• Passion for providing a positive customer experience.

Nice-To-Haves:

• Experience with CRM tools such as Salesforce, Zendesk, or similar systems.
• Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.
• Experience managing outbound call queues or scheduled follow-up cadences.
• Proficiency or fluency in Spanish to support a diverse client and patient base.

Benefits And Perks:

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands patients
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%
• Extremely generous Family Bonding Leave for eligible employees (16 weeks, paid at 100%)
• Supplemental fertility benefits coverage
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware (laptop, lab equipment, facilities)
• Daily on-site lunches provided from top eateries
• A variety of perks on campus (state of the art gym, fully stocked kitchen with snacks, drinks, etc.)
• 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) corporate bonus program, on top of (3) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).

For this position, we offer a total compensation package of $66,123 per year, including a base pay of $28.90 per hour.

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.