**Join arenaflex, a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health.**
Are you a customer support specialist with a passion for delivering world-class service to medical professionals, patients, and cross-functional internal and external teams? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex as a Regional Customer Support Specialist in our Oncology division.
**About arenaflex**
arenaflex is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our aim 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.
Our team consists 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. Working alongside the elite of the industry, you'll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
**Key Responsibilities**
As a Regional Customer Support Specialist, you will be responsible for:
* Responding promptly to internal and external customer inquiries, ensuring timely resolution of issues
* Serving as the lead contact for accounts and Sales, documenting all interactions, communications, actions taken, and follow-ups
* Building rapport with accounts, patients, and Sales to resolve missing information in a timely manner, ensuring TAT is met
* Communicating delays and cancellations to customers and helping facilitate redraw of samples as needed
* Dealing directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically the root cause of the issue and resolution
* 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
* Maintaining 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: Employee benefits include comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents. Additionally, arenaflex employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits, and much more.
* Generous Employee Referral Program: We offer a referral program that rewards our employees for referring top talent to join our team.
* Career Growth Opportunities: arenaflex is committed to helping our employees grow and develop their careers. We offer training and development programs to help you advance in your role and achieve your career goals.
* Diverse and Inclusive Workplace: arenaflex is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities, and perspectives.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering world-class service, we encourage you to apply for this exciting opportunity. Please submit your application through our website.
**Note**
arenaflex will reach out to candidates with a @arenaflex.com email domain ONLY. Email communications from all other domain names are not from arenaflex or its employees and are fraudulent. arenaflex does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. arenaflex takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
* BBB announcement on job scams
* FBI Cyber Crime resource page
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