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. As a global leader in cell-free DNA (cfDNA) testing, we are committed to excellence in oncology, women's health, and organ health. Our team consists of highly dedicated professionals from world-class institutions who care deeply about their work and each other.
Job Overview
We are seeking an experienced Regional Customer Support Specialist to join our Oncology division. As a Regional Customer Support Specialist, you will provide world-class service to customers consisting of 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 manner.
Key Responsibilities
- Respond promptly to internal and external customer inquiries, providing excellent customer service and support.
- 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 that turnaround times (TAT) are met.
- Communicate delays and cancellations to customers and help facilitate the redraw of samples as needed.
- Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues, communicating clearly and logically the root cause of the issue and the resolution.
- Maintain 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.
- Participate in special projects and other duties as assigned to meet business needs.
- Work with protected health information (PHI) on a regular basis, both in paper and electronic form, and have access to various technologies to access PHI in order to perform the job.
- Maintain a current status on arenaflex training requirements.
Essential Qualifications
- Two-year degree and/or 2-5 years of related experience; undergraduate degree preferred.
- Skilled specialist who 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.
Preferred Qualifications
- 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.
- Data collection and maintenance experience.
- Bilingual skills are a plus.
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 of GSuite applications and typing with excellence in spelling and grammar.
- Excellence in attention to detail and critical thinking.
- Ability to maintain professionalism during highly escalated situations.
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 the opportunity to work with a talented team of professionals who are passionate about their work. You will be stretched and challenged, and you will take pride in being part of a company that is changing the landscape of genetic disease management. We offer a range of training and development programs to help you build your skills and advance your career.
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values diversity, inclusion, and collaboration. Our team is made up of highly dedicated professionals who care deeply about their work and each other. We offer a range of benefits and perks to support your well-being and career growth, including comprehensive medical, dental, vision, life, and disability plans, as well as fertility care benefits and a generous employee referral program.
Compensation, Perks, and Benefits
We offer a competitive compensation package and a range of benefits and perks to support your well-being and career growth. These include:
- Comprehensive medical, dental, vision, life, and disability plans.
- Fertility care benefits.
- Generous employee referral program.
- Pregnancy and baby bonding leave.
- 401k benefits.
- Commuter benefits.
- And much more.
Conclusion
If you are a motivated and customer-focused individual who is passionate about providing world-class service, we encourage you to apply for this exciting opportunity. As a Regional Customer Support Specialist at arenaflex, you will be part of a talented team that is changing the landscape of genetic disease management. You will have the opportunity to build your skills, advance your career, and make a real difference in the lives of our customers. Apply now to join our team and take the first step towards a rewarding and challenging career at arenaflex.
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