**Job Summary:**
Are you a customer service expert with a passion for oncology and a knack for resolving complex issues? Do you thrive in fast-paced environments and enjoy working with cross-functional teams? If so, we have an exciting opportunity for a Regional Customer Support Specialist to join our team at arenaflex. As a key member of our Oncology division, you will provide world-class service to medical professionals, patients, and internal stakeholders, ensuring a seamless ordering process and quick reporting of results. If you're a self-starter with excellent communication and problem-solving skills, we encourage you to apply.
**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, protecting health and enabling 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, taking pride in being part of a company that is changing the landscape of genetic disease management.
**Primary Responsibilities:**
* Respond promptly to internal and external customer inquiries, ensuring timely resolution of issues.
* 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 TAT is met.
* Communicate delays and cancellations to customers and help facilitate 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 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.
* This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job.
* Must 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.
**Our Opportunity:**
Join our team at arenaflex and be part of a company that is changing the landscape of genetic disease management. As a Regional Customer Support Specialist, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and make a meaningful impact on the lives of our customers.
**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 to help you advance in your career.
* Work-Life Balance: Flexible work arrangements to support your personal and professional needs.
* Inclusive Workplace Environment: arenaflex is committed to ensuring a diverse and inclusive workplace environment, welcoming people of different backgrounds, experiences, abilities, and perspectives.
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for oncology, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We look forward to hearing from you!
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**Note:** arenaflex is an Equal Opportunity Employer and welcomes applications from qualified candidates without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability, or any other legally protected status.
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