Exact Sciences · 12 hours ago
Customer Support Specialist III
US - WI - Madison
Full-time
Onsite
Mid Level
$42K/yr - $73K/yr
4+ years expExact Sciences is dedicated to changing how the world prevents, detects, and guides treatment for cancer. The Customer Support Specialist III serves as a frontline problem-solver, supporting Sales teams and patients by handling inquiries, resolving issues, and improving the overall patient experience throughout the testing process.
BiotechnologyHealth DiagnosticsManufacturingMedical
No H1B
Responsibilities
Answer incoming phone calls from Exact Sciences patients
Act as point of contact for specialty clients
Follow up on patient orders and provide support as needed
Onboarding support, as needed
Investigate and resolve issues or problems for the sales field, providers, or other internal customers
Manage and resolve customer complaints; identify and escalate high priority issues to management
Work as a team to identify process improvements and document new procedures for growth
Provide support to National Accounts
Place outbound calls, as necessary
Respond to voicemail and email inquiries
Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives
Report to work on time and follow attendance guidelines and schedule adherence practices
Work cross-functionally to triage issues for appropriate resolution
Support the Clinical Study team for order entry, issue resolution, and process improvement
Support provider issues
Ability to accurately follow written and verbal instructions
Excellent problem-solving abilities
Excellent verbal and written English communication skills
Strong organizational skills
Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling
Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization
Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly
Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently
Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
Support and comply with the company’s Quality Management System policies and procedures
Regular and reliable attendance
Ability to work on a computer and phone simultaneously
Ability to use a telephone through a headset
You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement
Qualification
Required
High School Diploma or General Education Degree (GED)
4+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry
4+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience
Must be 18 years of age or older
Authorization to work in the United States without sponsorship
Demonstrated ability to perform the Essential Duties of the position with or without accommodation
Preferred
Associates degree in business administration or related field
Knowledge of contact center technology
Demonstrated strong attention to detail and focus on quality output
Demonstrated knowledge of customer service principles and practices
Benefits
Paid time off (including days for vacation, holidays, volunteering, and personal time)
Paid leave for parents and caregivers
A retirement savings plan
Wellness support
Health benefits including medical, prescription drug, dental, and vision coverage
Company
Exact Sciences
Exact Sciences offers a portfolio of cancer screening and diagnostic tests that span from early detection to treatment monitoring.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$2.75B2025-06-20Acquired
2024-04-11Post Ipo Debt· $620.7M
2023-02-23Post Ipo Debt· $500M
Leadership Team
Kevin Conroy
Chairman & CEO
Aaron Bloomer
Executive Vice President, CFO
Recent News
2026-01-23
legacy.thefly.com
2026-01-23
Company data provided by crunchbase