Customer Service Representative

Position Title: Customer Service Representative

Reports to: Director, Customer Support

Company Background:

CNSide Diagnostics, a subsidiary of Plus Therapeutics, Inc., develops advanced diagnostic tests, including CNSide, to improve patient outcomes, and we invite candidates to contribute to meaningful healthcare advancements.

Role:

We are seeking a highly organized and detail-oriented Customer Service Representative whose work directly supports healthcare providers, emphasizing the vital role they play in patient care and clinical success.

This is not a traditional call center role it requires strong operational thinking, follow-through, and the ability to manage multiple systems and workflows simultaneously.

Responsibilities:

• Support provider clients following onboarding by ensuring successful system access and ongoing use
• Set up and maintain client and user accounts across internal systems
• Respond to provider inquiries and resolve issues in a timely and professional manner
• Investigate and resolve discrepancies related to patient orders and submissions
• Coordinate internally to ensure timely kit distribution and operational readiness
• Proactively follow up on outstanding requests, missing information, and client questions
• Support provider portal adoption by troubleshooting issues and guiding users
• Track and report on provider usage and engagement trends
• Maintain accurate documentation of all activities and communications

Qualifications:

• Bachelors degree preferred but not required; equivalent experience considered
• 2+ years in customer support, client services, or operations
• Experience in healthcare, biotech, diagnostics, therapeutics, high-growth startup environment, or lab environments preferred
• Experience working with CRM or ticketing systems (e.g., HubSpot or similar)
• Experience managing data across multiple platforms

Requirements:

• Strong attention to detail accuracy is critical in this role
• Excellent organizational and time management skills
• Ability to manage multiple tasks and systems without dropping details
• Clear and professional written and verbal communication
• Strong problem-solving skills and ability to work independently
• Ability to follow structured workflows while adapting to changing priorities

Technical Skills:

Experience with or ability to quickly learn:

• LIMS systems (e.g., LigoLab or similar)
• CRM platforms (e.g., HubSpot)
• Communication tools (email, phone systems, internal messaging platforms)
• Task/project management tools

Plus Therapeutics, Inc., and CNSide Diagnostics are committed to fostering an inclusive environment and are Equal Employment Opportunity/Affirmative Action employers - welcoming applicants from all backgrounds to join our team.