Experienced Regional Customer Support Specialist – Oncology Division, Providing World-Class Service to Medical Professionals and Patients at arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the field of cell-free DNA (cfDNA) testing, with a strong focus on oncology, women's health, and organ health. Our mission is to make personalized genetic testing and diagnostics a standard part of healthcare, enabling earlier and more targeted interventions that lead to longer, healthier lives. We are a global leader in our field, and our team consists of highly dedicated professionals from world-class institutions who are passionate about their work and committed to making a difference. Job Overview We are seeking an experienced Regional Customer Support Specialist to join our Oncology division. As a key member of our team, you will provide world-class service to our customers, including medical professionals, patients, and cross-functional internal and external teams. Your primary responsibility will be to ensure a smooth ordering process and quick reporting of results, working closely with customers and sales representatives to resolve issues in a timely and efficient manner. Key Responsibilities Respond promptly to internal and external customer inquiries, providing excellent service and support via telephone and electronic channels. Act as the lead contact for accounts and Sales, documenting all interactions, communications, actions taken, and follow-ups to ensure seamless communication and issue resolution. Build strong relationships with accounts, patients, and Sales teams to resolve missing information and ensure timely resolution of issues, meeting our turnaround time (TAT) commitments. Communicate delays and cancellations to customers, facilitating redraw of samples as needed and providing clear explanations of root causes and resolutions. Demonstrate in-depth knowledge of our oncology tests, including sample requirements, TAT to results, patient health information, request forms, and required waivers. Participate in special projects and other duties as assigned to meet business needs, maintaining a current status on arenaflex training requirements and adhering to HIPAA/PHI privacy, policies, and procedure compliance training. Qualifications and Skills To be successful in this role, you will need: A two-year degree and/or 2-5 years of related experience, with an undergraduate degree preferred. Advanced professional growth education and a strong background in customer service principles and practices. Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders. Strong problem analysis and problem-solving skills, with adaptability to change and a self-starter mentality. Intermediate knowledge of GSuite applications, with excellent typing skills and attention to detail. Ability to maintain professionalism during highly escalated situations, with a strong focus on de-escalating customer behavior. 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 skills, with experience in data collection and maintenance. Bilingual skills are a plus, with the ability to communicate effectively with diverse customer groups. Career Growth and Learning Opportunities At arenaflex, we are committed to the growth and development of our employees. As a Regional Customer Support Specialist, you will have access to ongoing training and development opportunities, including: Comprehensive training programs to enhance your knowledge and skills in customer service, oncology testing, and related areas. Opportunities for career advancement and professional growth, with a focus on promoting from within. A collaborative and supportive work environment, with a strong emphasis on teamwork and knowledge sharing. Work Environment and Company Culture arenaflex is a dynamic and innovative company, with a strong focus on making a positive impact in the lives of our customers and patients. Our work environment is fast-paced and challenging, but also highly rewarding. We offer a range of benefits and perks, including: Competitive compensation and benefits packages, with comprehensive medical, dental, vision, life, and disability plans. Generous employee referral programs, with opportunities to earn bonuses and rewards for referring top talent to our team. A range of wellness and self-care programs, including pregnancy and baby bonding leave, 401k benefits, and commuter benefits. A diverse and inclusive workplace environment, with a strong commitment to equality and diversity. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Regional Customer Support Specialist, you will play a critical role in ensuring the success of our Oncology division, while also contributing to the growth and development of our company. Don't miss this chance to join a dynamic and innovative team and take your career to the next level. Apply now to become a part of our team and help us make a difference in the lives of our customers and patients. We look forward to hearing from you! Apply for this job