Are you a customer-focused professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join careerzynith as a Regional Customer Support Specialist, working from the comfort of your own home. This exciting role offers a unique blend of challenge, growth, and flexibility, making it an ideal career move for those seeking a new adventure.
**About careerzynith**
careerzynith 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, protecting health and enabling earlier and more targeted interventions that lead to longer, healthier lives. With a team of highly dedicated professionals from world-class institutions, we're changing the landscape of genetic disease management.
**Your Role at careerzynith**
As a Regional Customer Support Specialist, you'll be the primary point of contact for accounts, patients, and sales representatives, ensuring a smooth ordering process and quick reporting of results. Your exceptional communication skills, critical thinking, and problem-solving abilities will enable you to resolve issues in a timely manner, building strong relationships with our customers and stakeholders.
**Key Responsibilities**
* Respond promptly to internal and external customer inquiries, providing world-class service and support
* Serve as the lead contact for accounts, documenting all interactions, communications, actions taken, and follow-ups
* Build rapport with accounts, patients, and sales representatives to resolve missing information in a timely manner, ensuring timely turnaround times (TAT) are met
* Communicate delays and cancellations to customers, facilitating 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 resolution
* Familiarity with all oncology tests performed by careerzynith, including samples needed, TAT to results, patient health information, request forms, and required waivers
* Participate in special projects and other duties as assigned to meet business needs
* Maintain a current status on careerzynith training requirements, ensuring compliance with HIPAA/PHI privacy, general policies and procedure compliance training, and security training
**Qualifications**
* Two-year degree and/or 2-5 years of related experience, undergraduate degree preferred
* Skilled specialist with the ability to complete 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
**Our Opportunity**
By joining careerzynith as a Regional Customer Support Specialist, you'll be part of a dynamic team that's changing the face of genetic disease management. Our commitment to innovation, customer satisfaction, and employee growth will provide you with a unique opportunity to develop your skills, advance your career, and make a meaningful impact.
**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 top talent to careerzynith
* Career Growth Opportunities: Regular training and development programs to help you advance your career
* Flexible Work Arrangements: Work from home, with flexible hours and a dynamic work environment
* Collaborative Culture: Join a team of passionate professionals who share your values and commitment to excellence
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer, committed to ensuring a diverse and inclusive workplace environment. We welcome people of different backgrounds, experiences, abilities, and perspectives, and are proud to be an inclusive employer.
**How to Apply**
If you're a motivated, customer-focused professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or experience.
We look forward to hearing from you and exploring how you can contribute to our mission of changing the management of disease worldwide.