Regional Customer Support Specialist – Oncology Division at arenaflex

Job Summary:

Are you a customer-centric professional with a passion for delivering exceptional support to medical professionals, patients, and cross-functional 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. As a key member of our team, you will play a vital role in ensuring a seamless customer experience, resolving complex issues, and driving business growth.

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:

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 facilitating redraw of samples as needed
• Dealing 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
• 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

Our Opportunity:

Join arenaflex and become part of a dynamic team that is changing the landscape of genetic disease management. As a Regional Customer Support Specialist, you will have the opportunity to:

• Work with a global leader in cell-free DNA (cfDNA) testing
• Collaborate with a diverse team of professionals from world-class institutions
• Develop your skills and expertise in customer support and oncology testing
• Contribute to the growth and success of arenaflex
• Enjoy a competitive benefits package, including comprehensive medical, dental, vision, life, and disability plans, as well as fertility care benefits and a generous employee referral program

What We Offer:

* Competitive Benefits: Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents

• Fertility Care Benefits: arenaflex employees and their immediate families receive free testing
• Pregnancy and Baby Bonding Leave: arenaflex supports new parents with a generous leave policy
• 401k Benefits: arenaflex offers a 401k plan with company match
• Commuter Benefits: arenaflex provides commuter benefits to help you get to work
• Employee Referral Program: arenaflex offers a generous employee referral program to reward your referrals
• Professional Growth Opportunities: arenaflex invests in your growth and development, providing training and education opportunities to help you succeed

Work Environment and Company Culture:

arenaflex is committed to creating a diverse and inclusive workplace environment, where everyone feels valued and respected. Our team is passionate about making a difference in the lives of our customers and patients, and we strive to create a culture that is collaborative, innovative, and fun. As a Regional Customer Support Specialist, you will be part of a dynamic team that is dedicated to delivering exceptional customer support and driving business growth.

How to Apply:

If you are a motivated and customer-centric professional who is passionate about delivering exceptional support, we invite you to apply for the Regional Customer Support Specialist position at arenaflex. Please submit your application through our website, including your resume and a cover letter that highlights your experience and qualifications. We look forward to hearing from you! Apply Now!

Equal Opportunity Employer:

arenaflex 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 we are proud to be an Equal Opportunity Employer. Apply for this job