Introduction to arenaflex
arenaflex is a pioneering force in the field of cell-free DNA (cfDNA) testing, with a strong focus on oncology, women's health, and organ health. Our mission is to make personalized genetic testing and diagnostics a standard part of healthcare, enabling earlier and more targeted interventions that lead to longer, healthier lives. We are a global leader in our field, and our team consists of highly dedicated professionals from world-class institutions who are passionate about their work and committed to making a difference.
Job Overview
We are seeking an experienced Regional Customer Support Specialist to join our Oncology division. As a key member of our team, you will provide world-class service to our customers, including medical professionals, patients, and cross-functional internal and external teams. Your primary responsibility will be to ensure a smooth ordering process and quick reporting of results, working closely with customers and sales representatives to resolve issues in a timely and efficient manner.
Key Responsibilities
- Respond promptly to internal and external customer inquiries, providing excellent service and support via telephone and electronic channels.
- Act as the lead contact for accounts and Sales, documenting all interactions, communications, actions taken, and follow-ups to ensure seamless communication and issue resolution.
- Build strong relationships with accounts, patients, and Sales teams to resolve missing information and ensure timely resolution of issues, meeting our turnaround time (TAT) commitments.
- Communicate delays and cancellations to customers, facilitating redraw of samples as needed and providing clear explanations of root causes and resolutions.
- Demonstrate in-depth knowledge of our oncology tests, including sample requirements, TAT to results, patient health information, request forms, and required waivers.
- Participate in special projects and other duties as assigned to meet business needs, maintaining a current status on arenaflex training requirements and adhering to HIPAA/PHI privacy, policies, and procedure compliance training.
Qualifications and Skills
To be successful in this role, you will need:
- A two-year degree and/or 2-5 years of related experience, with an undergraduate degree preferred.
- Advanced professional growth education and a strong background in customer service principles and practices.
- Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders.
- Strong problem analysis and problem-solving skills, with adaptability to change and a self-starter mentality.
- Intermediate knowledge of GSuite applications, with excellent typing skills and attention to detail.
- Ability to maintain professionalism during highly escalated situations, with a strong focus on de-escalating customer behavior.
Preferred Skills and Experience
While not essential, the following skills and experience are highly desirable:
- Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
- Problem analysis and problem-solving skills, with experience in data collection and maintenance.
- Bilingual skills are a plus, with the ability to communicate effectively with diverse customer groups.
Career Growth and Learning Opportunities
At arenaflex, we are committed to the growth and development of our employees. As a Regional Customer Support Specialist, you will have access to ongoing training and development opportunities, including:
- Comprehensive training programs to enhance your knowledge and skills in customer service, oncology testing, and related areas.
- Opportunities for career advancement and professional growth, with a focus on promoting from within.
- A collaborative and supportive work environment, with a strong emphasis on teamwork and knowledge sharing.
Work Environment and Company Culture
arenaflex is a dynamic and innovative company, with a strong focus on making a positive impact in the lives of our customers and patients. Our work environment is fast-paced and challenging, but also highly rewarding. We offer a range of benefits and perks, including:
- Competitive compensation and benefits packages, with comprehensive medical, dental, vision, life, and disability plans.
- Generous employee referral programs, with opportunities to earn bonuses and rewards for referring top talent to our team.
- A range of wellness and self-care programs, including pregnancy and baby bonding leave, 401k benefits, and commuter benefits.
- A diverse and inclusive workplace environment, with a strong commitment to equality and diversity.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Regional Customer Support Specialist, you will play a critical role in ensuring the success of our Oncology division, while also contributing to the growth and development of our company. Don't miss this chance to join a dynamic and innovative team and take your career to the next level.
Apply now to become a part of our team and help us make a difference in the lives of our customers and patients. We look forward to hearing from you!
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