{"id":3304038,"url":"https://alion.io/job/helix-customer-service-representative-contractor","title":"Customer Service Representative (Contractor)","company":{"id":1864201,"name":"Helix","domain":"helix.com","url":"https://alion.io/company/helix-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":24,"max":31,"currency":"USD","period":"hour","gross":null,"usd_annual":62000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false}],"status":"closed","first_seen_at":"2026-10-26T22:09:11Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-04T22:51:31Z","board_verified":false,"closed_at":"2026-11-04T22:51:31Z","days_open":9,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":8},"description":"Who We Are & What We Do\nAt Helix, our mission is simple: to help everyone improve their lives through their DNA.\nReady to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.\n(Contractor role with potential for permanent placement)\nWhat is special about this role\nEvery day, patients, providers, and partners come to Helix at moments that matter, when they have questions about their orders, their results, or their care. The Customer Service team is who they reach, and how we show up in those moments shapes the entire Helix experience.\nThis is a frontline role at its core. Most of the work is running the playbook well, following our processes carefully and handling high volume with care. But the tickets that reach you sometimes need more than a script. The judgment calls, the edge cases, the situations no SOP covers. We're looking for someone who does both, someone reliable enough to trust with the standard work and sharp enough to handle what falls outside it.\nKey responsibilities:\nResolve customer issues end to end across phone, email, and webform, from first contact through resolution.\nHandle the complex and first-of-their-kind cases that need human judgment, where there is no playbook to follow.\nWork through ambiguous situations by reasoning to the right answer rather than reaching for a canned response.\nSupport multiple products, partners, and customer types, prioritizing based on business need.\nSpot patterns in recurring issues, flag gaps in how we handle them, and help the team resolve faster and more consistently.\nLoop in the right partners across Helix when an issue needs specialized help, and see it through to resolution.\nDocument customer interactions in our systems accurately and thoroughly.\nMaintain HIPAA compliance and high standards of privacy and security when handling sensitive information.\nAssist with quality investigations and complaints.\nInvestigate complex inquiries by synthesizing data across internal systems and translating findings into clear, professional, and empathetic responses for customers.\nAbout you:\n4 or more years in customer support, quality, or a related role where accuracy and follow-through genuinely mattered.\nA 4-year degree. The science and technology behind our work reward people who are comfortable learning in a rigorous, information-heavy environment.\nComfort in a regulated environment, handling health and personal information with care.\nCritical, independent thinking. You'd rather understand why something is happening than simply close the ticket.\nGenuine warmth in hard conversations. You can be calm, clear, and human with someone who's worried about their health.\nA fast ramp. You pick up new products, tools, and systems quickly.\nThe range to juggle many things at once without dropping the ones that matter.\nA team-first instinct. You share what works and look for ways to make the team more efficient, not just yourself.\nResourceful curiosity. You enjoy piecing together details across tools and context to solve problems and communicate solutions smoothly.\nAI fluency and adaptability. You are curious about emerging technology and eager to collaborate with AI-driven tools to enhance problem-solving, streamline workflows, and drive everyday efficiency.\nBonus points\nBackground in genomics, diagnostics, or a patient-facing healthcare setting.\nA degree in biology, genetics, or a related science.\nBilingual in English and Spanish, written and verbal.\nLocation and hours\nRemote. Support hours are Monday through Friday, 6:00am to 6:00pm, with 8-hour shifts.\nExpected Interview Process:\n1) Recruiter Screen 2) Manager Screen/Tech Screen 3) Onsite 4) Offer\nExpected Pay For This Role: $24 - $31 per hour\nWhat To Expect During Your First 90 days:\nFirst 30 days: you’ll spend time learning the Helix way, completing training and onboarding for your roles, and getting introduced to your team and relevant stakeholders. You’ll also gain a deeper understanding of our customers, our products, the impact we make in the lives of our communities, and how to thrive at Helix through participation in Helix U.\nDay 30 - 60: you’ll spend time contributing to projects, deeply familiarizing yourself with team and company processes, and developing a deeper understanding of Helix’s products, services and capabilities. \nDay 60 - 90: you’ll build your OKRs with your manager, start to take ownership of projects and initiatives on your team, and begin to demonstrate your impact on the Helix mission.\nTo learn how Helix collects, uses, and protects your personal information during the recruitment process, please review our Privacy Notice.\nHelix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. \n #LI-Remote\nCompensation\nThe base pay range for this role is $24 - 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