Introduction to arenaflex
arenaflex is a pioneering force in the field of genetic testing and diagnostics, dedicated to making personalized genetic testing and diagnostics a standard of care. Our mission is to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. With a team of highly dedicated professionals from world-class institutions, we are changing the landscape of genetic disease management. We are now seeking an experienced Regional Customer Support Specialist to join our team and provide world-class service to our customers, consisting of medical professionals, patients, and cross-functional internal and external teams.
Job Overview
The Regional Customer Support Specialist will play a critical role in supporting arenaflex's Oncology division, ensuring a smooth ordering process, and quick reporting of results. This position requires the ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner. As the lead contact for accounts and Sales, you will document all interactions, communications, actions taken, and follow-ups, and build rapport with accounts, patients, and Sales to resolve missing information in a timely manner.
Key Responsibilities
- Respond promptly to internal and external customer inquiries via telephone and electronic channels
- Serve as the lead contact for accounts and Sales, documenting all interactions, communications, actions taken, and follow-ups
- Build rapport with accounts, patients, and Sales to resolve missing information in a timely manner, ensuring Turnaround Time (TAT) is met
- Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
- Deal directly with internal and external customers to research and resolve escalated issues, communicating clearly and logically the root cause of the issue and resolution
- Familiarize yourself with all oncology tests performed by arenaflex, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
- Participate in special projects and other duties as assigned to meet business needs
- Maintain a current status on arenaflex training requirements and complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training, and security training as soon as possible but not later than the first 30 days of hire
Essential Qualifications
To be successful in this role, you will need:
- A two-year degree and/or 2-5 years of related experience; an undergraduate degree is preferred
- Skilled specialist, completing tasks in a resourceful and efficient manner
- Advanced professional growth education
- Excellence in de-escalating customer behavior
- Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
- Problem analysis and problem-solving skills
- Adaptability to change and self-starter
- Knowledge of customer service principles and practices
- Experience in both phone and written customer support
- Knowledge of administrative procedures and protocols
- Knowledge of numeric, oral, and written language applications
- Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar
- Excellence in attention to detail and critical thinking
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
- Data collection and maintenance
- Bilingual skills are a plus
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Regional Customer Support Specialist, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A dynamic and supportive work environment that encourages collaboration and innovation
- A culture that values diversity, inclusion, and equality
Work Environment and Company Culture
arenaflex is proud to offer a work environment that is:
- Dynamic and fast-paced, with a focus on innovation and collaboration
- Supportive and inclusive, with a commitment to diversity and equality
- Focused on making a positive impact on the lives of our customers and patients
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents
- Free testing and fertility care benefits for employees and their immediate families
- Pregnancy and baby bonding leave, 401k benefits, commuter benefits, and more
- A generous employee referral program
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering world-class service, we encourage you to apply for the Regional Customer Support Specialist role at arenaflex. Join our team of dedicated professionals and be part of a company that is changing the landscape of genetic disease management. Apply now and take the first step towards a rewarding and challenging career with arenaflex.
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