Join arenaflex, a pioneering healthcare company, in its mission to detect cancer early and bring stakeholders together to adopt innovative technologies that can transform cancer care. As a Customer Service Coordinator, you will play a vital role in delivering exceptional service experiences to customers, contributing to the success and growth of arenaflex.
**About arenaflex**
arenaflex is a healthcare company that is working to change the trajectory of cancer mortality. We are a multi-disciplinary organization of scientists, engineers, and physicians who 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.
**About the Role**
We are seeking a highly skilled and customer-centric Customer Service Coordinator to join our Customer Services organization. As a Customer Service Coordinator, you will be responsible for interacting with and supporting customers through various communication channels, expertly guiding people 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.
**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
* 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
**Qualifications**
* Required Education & Years of Experience:
+ 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
* 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 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**
* 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 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.
* 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.
**Why Join arenaflex?**
* 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.
**How to Apply**
If you are a motivated and customer-centric individual who is passionate about delivering exceptional service experiences, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.