Experienced Customer Service Coordinator – Remote US – Early Cancer Detection

At arenaflex, we're pioneering new technologies to advance early cancer detection, and we're seeking a highly skilled and customer-centric Customer Service Coordinator to join our team. As a key member of our Customer Services organization, you'll play a vital role in delivering exceptional service experiences to our customers, ensuring their needs are met, and exceeding their expectations.

About arenaflex

arenaflex is a healthcare company dedicated to changing the trajectory of cancer mortality by bringing stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. Our mission is to detect cancer early, when it can be cured, and we're working tirelessly to achieve this goal. With a multi-disciplinary organization of scientists, engineers, and physicians, we're leveraging the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine's greatest challenges.

About the Role

As a Customer Service Coordinator at arenaflex, you'll be responsible for interacting with and supporting customers through various communication channels, expertly guiding them to successful outcomes, troubleshooting issues, completing tasks that address customer needs, and documenting interactions. This role requires attention to detail, excellent written and verbal communication skills, and flexibility regarding tasks and schedule. You'll be a customer-centric, passionate, and fast learner who is highly accountable for following through on commitments.

Responsibilities

* Customer Interaction & Support: + Handle incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g., phone, email, chat, fax, etc.) + Provide accurate information and expertly guide people to achieve their task or goal + Address customer issues, troubleshoot, and follow-through to ensure full resolution + Perform assigned daily tasks that support customer satisfaction. Be present and on-time.

• Documentation:

+ Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices + Use Salesforce.com and other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the future + Document interactions during scheduled working hours

• Product Knowledge & Service Standards:

+ Stay informed and knowledgeable about arenaflex products, services, processes, and procedures, and use that knowledge to address customer needs + Provide accurate information and guidance to customers based on their needs + Meet performance metrics and service level agreements (SLAs) + Strive to achieve high levels of customer satisfaction and ease of doing business with arenaflex

• Team Collaboration:

+ Collaborate with colleagues to share knowledge and solutions that help everyone be their best + Participate in team meetings and training sessions, and complete all required training on time + Escalate complex problems to senior team members or supervisors + Be flexible in-role, performing tasks and assisting colleagues within Customer Service as needed

• Communication:

+ Clearly and effectively communicate with customers and colleagues + Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions + Embody arenaflex values and communicate with others in accordance with these standards + Report customer and employee feedback to help improve products, services, and processes

Preferred Qualifications

* Successful Applicants should have the following: + High school diploma or equivalent, with 1-2 years of applicable customer service experience Or, Associate's or Bachelor's degree (BS/BA) with 1 year experience required + At least one year experience in Life science / biotech / lab /healthcare providing customer support is required + Proficiency in MacOS + Hands-on usage of Salesforce.com customer relationship management (CRM) software + Hands-on usage of other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, Slack, etc. + Track record of working efficiently and responsibly in a remote work environment + Experience in customer service call center + Past work in a fast-paced, high-growth company + Bilingual proficiency- Spanish

Essential and Preferred Qualifications

* Required Education & Years of Experience: + High school diploma or equivalent, with 1-2 years of applicable customer service experience Or, Associate's or Bachelor's degree (BS/BA) with 1 year experience required + At least one year experience in Life science / biotech / lab /healthcare providing customer support is required

• Hard Skills Requirements:

+ Ability to type at least 60 words per minute with minimum 98% accuracy + Strong computer, internet, and software operation skills

• Soft Skills Requirements:

+ Excellent communication and interpersonal skills + Strong attention to detail and willingness to ask questions to get to the right solution + High degree of accountability and follow-through on assigned tasks and commitments + Coachability and aptitude to accept and apply constructive feedback in a professional manner + Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth + Ability to thrive working independently as well as within a highly-collaborative team environment

Career Growth Opportunities and Learning Benefits

As a Customer Service Coordinator at arenaflex, you'll have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment. You'll work closely with our cross-functional teams to identify and address customer needs, and you'll have access to ongoing training and development opportunities to help you grow in your role. Our company culture values innovation, collaboration, and continuous learning, and we're committed to helping our employees achieve their career goals.

Work Environment and Company Culture

arenaflex is a remote-friendly company, and this role can be performed from anywhere in the US. We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' well-being. Our company culture values work-life balance, flexibility, and open communication, and we're dedicated to fostering a collaborative and innovative work environment.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a base salary range of $41K-$48K, depending on skills, experience, and location. You'll also be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We offer a long-term incentive plan to align company and colleague success over time. In addition, arenaflex offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

How to Apply

If you're a motivated and customer-centric individual who is passionate about delivering exceptional service experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Job! Apply for this job