Are you a customer service expert with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Full Stack Customer Support Specialist to join our team as a Regional Customer Support Specialist. As a key member of our customer support team, you will be responsible for providing world-class service to our customers, including medical professionals, patients, and internal stakeholders.
**About arenaflex**
arenaflex is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our mission is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. We are a team of highly dedicated professionals from world-class institutions who care deeply for our work and each other. When you join arenaflex, you'll work hard and grow quickly, taking pride in being part of a company that is changing the landscape of genetic disease management.
**Job Summary**
As a Regional Customer Support Specialist, you will be responsible for providing exceptional customer service to our customers, including responding to internal and external customer inquiries, serving as the lead contact for accounts, and resolving missing information in a timely manner. You will also communicate delays and cancellations to customers, facilitate redraw of samples as needed, and deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues.
**Key Responsibilities**
* Respond promptly to internal and external customer inquiries via phone, email, and chat
* Serve as the lead contact for accounts, documenting all interactions, communications, actions taken, and follow-ups
* Build rapport with accounts, patients, and sales teams to resolve missing information in a timely manner, ensuring timely turnaround times (TAT) are met
* Communicate delays and cancellations to customers and facilitate redraw of samples as needed
* Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues
* Familiarity 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
* Special projects and other duties may be assigned to meet business needs
* Maintain a current status on arenaflex training requirements
**Qualifications**
* Two-year degree and/or 2-5 years of related experience, undergraduate degree preferred
* Skilled specialist, completes tasks in a resourceful and efficient manner
* Advanced professional growth education
* Must 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
**Knowledge, Skills, and Abilities**
* 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
* Adaptability to change and self-starter
* Ability to maintain professionalism during highly escalated situations
**Preferred Skills and Experience**
* 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 is a plus
**What We Offer**
* Competitive Benefits: Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents
* Employee Referral Program: Generous incentives for referring qualified candidates
* Career Growth Opportunities: Professional development and growth opportunities within arenaflex
* Work-Life Balance: Flexible work arrangements and a supportive work environment
* Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to arenaflex
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced environment that values innovation, collaboration, and customer satisfaction. Our team is passionate about delivering exceptional customer experiences and is committed to making a positive impact on the lives of our customers. We offer a supportive and inclusive work environment that fosters growth, learning, and development.
**Compensation and Perks**
arenaflex offers a competitive salary and benefits package, including comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents. We also offer a generous employee referral program, flexible work arrangements, and a supportive work environment.
**How to Apply**
If you are a customer service expert with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a diverse and inclusive workplace environment that values and respects the contributions of all employees.