**Experienced Customer Service Coordinator – Remote US Opportunity at arenaflex**

**Job Summary:** Join arenaflex, a pioneering healthcare company dedicated to revolutionizing cancer care through innovative technologies, as an Experienced Customer Service Coordinator. As a key member of our Customer Services organization, you will play a vital role in delivering exceptional service experiences to our customers, guiding them to successful outcomes, and troubleshooting issues. This is an exciting opportunity to contribute to the success and growth of arenaflex while developing your skills and expertise in a dynamic and collaborative environment. **About arenaflex:** arenaflex is a leading healthcare company that is working to change the trajectory of cancer mortality by adopting innovative, safe, and effective technologies that can transform cancer care. Our mission is to detect cancer early, when it can be cured, and we are committed to bringing stakeholders together to achieve this goal. With a multi-disciplinary organization of scientists, engineers, and physicians, we are 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. **Responsibilities:** As an Experienced Customer Service Coordinator at arenaflex, you will be responsible for: * **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 * **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 **Preferred Experience:** * 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 **Travel Requirements:** * Occasional travel (e.g., quarterly) may be required **Physical Demands & Working Environment:** * Physical demands associated with office work * Desk setup including multiple monitors, audio headset, and keyboard * Hours and days may vary depending on business and operational needs **Compensation & Benefits:** * The expected, full-time, annual base pay scale for this position is $41K-$48K Total Base Pay Range. Actual base pay will consider skills, experience, and location. * Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also 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. **Equal Employment Opportunity:** arenaflex is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. arenaflex maintains a drug-free workplace. **How to Apply:** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service experiences, we encourage you to apply for this exciting opportunity at arenaflex. Please visit our website to submit your application and join our team of dedicated professionals who are working together to revolutionize cancer care. Apply for this job