Experienced Regional Customer Support Specialist – Delivering World-Class Service to Medical Professionals and Patients at arenaflex
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 changing the landscape of genetic disease management. We are now seeking an experienced Regional Customer Support Specialist to join our team and provide world-class service to our customers, consisting of medical professionals, patients, and cross-functional internal and external teams.
Job Overview
The Regional Customer Support Specialist will play a critical role in supporting arenaflex's Oncology division, ensuring a smooth ordering process, and quick reporting of results. This position requires the ability to 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 document all interactions, communications, actions taken, and follow-ups, and build rapport with accounts, patients, and Sales to resolve missing information in a timely manner.
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 Turnaround Time (TAT) is met
Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
Deal directly with internal and external customers to 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, 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
Maintain a current status on arenaflex training requirements and 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
Essential Qualifications
To be successful in this role, you will need:
A two-year degree and/or 2-5 years of related experience; an undergraduate degree is preferred
Skilled specialist, completing tasks in a resourceful and efficient manner
Advanced professional growth education
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
Preferred Skills and Experience
While not essential, the following skills and experience are highly desirable:
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 skills are a plus
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:
Comprehensive training programs to enhance your skills and knowledge
Opportunities for career advancement and professional growth
A dynamic and supportive work environment that encourages collaboration and innovation
A culture that values diversity, inclusion, and equality
Work Environment and Company Culture
arenaflex is proud to offer a work environment that is:
Dynamic and fast-paced, with a focus on innovation and collaboration
Supportive and inclusive, with a commitment to diversity and equality
Focused on making a positive impact on the lives of our customers and patients
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
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering world-class service, we encourage you to apply for the Regional Customer Support Specialist role at arenaflex. Join our team of dedicated professionals and be part of a company that is changing the landscape of genetic disease management. Apply now and take the first step towards a rewarding and challenging career with arenaflex.
Apply Now
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 changing the landscape of genetic disease management. We are now seeking an experienced Regional Customer Support Specialist to join our team and provide world-class service to our customers, consisting of medical professionals, patients, and cross-functional internal and external teams.
Job Overview
The Regional Customer Support Specialist will play a critical role in supporting arenaflex's Oncology division, ensuring a smooth ordering process, and quick reporting of results. This position requires the ability to 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 document all interactions, communications, actions taken, and follow-ups, and build rapport with accounts, patients, and Sales to resolve missing information in a timely manner.
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 Turnaround Time (TAT) is met
Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
Deal directly with internal and external customers to 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, 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
Maintain a current status on arenaflex training requirements and 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
Essential Qualifications
To be successful in this role, you will need:
A two-year degree and/or 2-5 years of related experience; an undergraduate degree is preferred
Skilled specialist, completing tasks in a resourceful and efficient manner
Advanced professional growth education
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
Preferred Skills and Experience
While not essential, the following skills and experience are highly desirable:
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 skills are a plus
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:
Comprehensive training programs to enhance your skills and knowledge
Opportunities for career advancement and professional growth
A dynamic and supportive work environment that encourages collaboration and innovation
A culture that values diversity, inclusion, and equality
Work Environment and Company Culture
arenaflex is proud to offer a work environment that is:
Dynamic and fast-paced, with a focus on innovation and collaboration
Supportive and inclusive, with a commitment to diversity and equality
Focused on making a positive impact on the lives of our customers and patients
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
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering world-class service, we encourage you to apply for the Regional Customer Support Specialist role at arenaflex. Join our team of dedicated professionals and be part of a company that is changing the landscape of genetic disease management. Apply now and take the first step towards a rewarding and challenging career with arenaflex.
Apply Now