Client Services Associate I - Spanish, Prenatal (Temporary)

The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate is an ambitious and intelligent individual who is highly self-motivated and patient-centric. The Client Services Associate I is a temporary full-time remote position and reports to the Client Services Manager. Working hours may be Monday–Friday, between 5:00 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; Provide patient support by inbound calls or tickets addressing questions related to test results, patient portal access, and other inquiries; 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; Identify recurring issues or workflow gaps and escalate trends appropriately; Support process improvements and cross-functional tasks as needed

Requirements

Bilingual Spanish proficiency (required); 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 have

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 inbound/outbound call queues or scheduled follow-up cadences

Benefits

Working alongside brilliant, kind, passionate and dedicated colleagues in an empowering environment; Open, transparent culture that includes weekly Town Hall meetings; 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)