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 committed to changing the landscape of genetic disease management. As a leader in cell-free DNA (cfDNA) testing, we are dedicated to oncology, women’s health, and organ health, and we are seeking a talented Regional Customer Support Specialist to join our team.
Job Overview
The Regional Customer Support Specialist will play a vital role in supporting arenaflex’s Oncology division, providing world-class service to customers consisting of medical professionals, patients, and cross-functional internal and external teams. This position requires a highly skilled and resourceful individual who can 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 be responsible for documenting all interactions, communications, actions taken, and follow-ups, and building rapport with accounts, patients, and Sales to resolve missing information and ensure timely reporting of results.
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 timely reporting of results
- Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
- 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, turnaround time to results, 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, including HIPAA/PHI privacy, general policies and procedure compliance training, and security training
Essential Qualifications
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 commitment to ongoing learning and development
- Excellence in de-escalating customer behavior, with a strong ability to remain calm and professional in high-pressure situations
- Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders
- Problem analysis and problem-solving skills, with a strong ability to think critically and outside the box
- Adaptability to change and a self-starter mentality, with a willingness to take on new challenges and responsibilities
- Knowledge of customer service principles and practices, with a strong focus on providing world-class service to customers
- Experience in both phone and written customer support, with excellent communication and interpersonal skills
- Intermediate knowledge of GSuite applications and typing, with excellence in spelling and grammar
Preferred Qualifications
While not required, the following qualifications are preferred:
- 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 a strong ability to collect and maintain data
- Bilingual skills, with the ability to communicate effectively with customers who speak multiple languages
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 a range of training and development opportunities, including:
- Ongoing training and education on arenaflex products and services
- Professional development opportunities, including conferences, workshops, and online courses
- Mentorship and coaching from experienced professionals in the field
- Opportunities for advancement and career growth within the company
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that is committed to making a positive impact on the lives of our customers. Our company culture is built on a foundation of:
- Collaboration and teamwork, with a focus on working together to achieve common goals
- Innovation and creativity, with a willingness to think outside the box and try new things
- Customer focus, with a commitment to providing world-class service to our customers
- Diversity and inclusion, with a celebration of different backgrounds, experiences, and perspectives
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, with rewards for referring talented professionals to the company
Conclusion
If you are a motivated and customer-focused individual who is passionate about making a positive impact on the lives of others, we encourage you to apply for the Regional Customer Support Specialist role at arenaflex. With a commitment to innovation, customer focus, and employee growth and development, we offer a dynamic and rewarding work environment that is perfect for talented professionals who are looking to make a difference. Apply today to join our team and start your journey with arenaflex!
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