Experienced Customer Service Coordinator – Remote US Position

Join arenaflex, a pioneering healthcare company dedicated to revolutionizing cancer detection, as a Customer Service Coordinator. In this role, you will play a vital part in delivering exceptional service experiences to customers, contributing to the success and growth of arenaflex. As a Customer Service Coordinator, you will interact with customers through various communication channels, troubleshoot issues, complete tasks that address customer needs, and document interactions. This position requires attention to detail, excellent written and verbal communication skills, and flexibility regarding tasks and schedule.

About arenaflex

arenaflex is a healthcare company that is working to change the trajectory of cancer mortality by adopting innovative, safe, and effective technologies that can transform cancer care. We have built a multi-disciplinary organization of scientists, engineers, and physicians, and we are using 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. Our mission is to detect cancer early, when it can be cured.

Responsibilities

As a Customer Service Coordinator, you will be responsible for:

• Handling incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g. phone, email, chat, fax, etc.)
• Providing accurate information and expertly guiding people to achieve their task or goal
• Addressing customer issues, troubleshooting, and following-through to ensure full resolution
• Performing assigned daily tasks that support customer satisfaction
• Creating and maintaining accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices
• Using 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
• Documenting interactions during scheduled working hours
• Staying informed and knowledgeable about arenaflex products, services, processes, and procedures, and using that knowledge to address customer needs
• Providing accurate information and guidance to customers based on their needs
• Meeting performance metrics and service level agreements (SLAs)
• Striving to achieve high levels of customer satisfaction and ease of doing business with arenaflex
• Collaborating with colleagues to share knowledge and solutions that help everyone be their best
• Participating in team meetings and training sessions, and completing all required training on time
• Escalating complex problems to senior team members or supervisors
• Being flexible in-role, performing tasks and assisting colleagues within Customer Service as needed
• Clearly and effectively communicating with customers and colleagues
• Bringing professionalism, positive demeanor, and the highest level of courtesy in all interactions
• Embodying arenaflex values and communicating with others in accordance with these standards
• Reporting customer and employee feedback to help improve products, services, and processes

Qualifications

To be successful in this role, you will need:

• High school diploma or equivalent, with 1-2 years of applicable customer service experience
• 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
• Ability to type at least 60 words per minute with minimum 98% accuracy
• Strong computer, internet, and software operation skills
• 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 Qualifications

* 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

Work Environment and Culture

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.

Compensation and 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. 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.

How to Apply

If you are a reliable and willing-to-learn individual who is passionate about delivering exceptional customer service experiences, we want you to join our team. Apply now to become a part of arenaflex's mission to revolutionize cancer detection. Apply To This Job Apply for this job