At arenaflex, we're revolutionizing the fight against cancer by pioneering new technologies that transform cancer care. Our mission is to detect cancer early, when it can be cured, and we're working tirelessly to bring stakeholders together to adopt innovative, safe, and effective technologies that can change the trajectory of cancer mortality.
As a Customer Service Coordinator at arenaflex, you'll play a vital role in delivering exceptional service experiences that contribute to the success and growth of our organization. You'll interact with customers through various communication channels, expertly guide them to successful outcomes, 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's pushing the boundaries of early cancer detection. We've built 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. With locations in Menlo Park, California, Washington, D.C., North Carolina, and the United Kingdom, we're supported by leading global investors and pharmaceutical, technology, and healthcare companies.
**Responsibilities**
As a Customer Service Coordinator at arenaflex, you'll 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.
+ 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.
**Essential Qualifications**
* 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.
**Career Growth Opportunities and Learning Benefits**
As a Customer Service Coordinator at arenaflex, you'll have the opportunity to:
* Develop your skills and knowledge in customer service, product knowledge, and team collaboration.
* Work with a talented team of professionals who are passionate about making a difference in the fight against cancer.
* Participate in training and development programs that help you grow and succeed in your role.
* Contribute to the success and growth of arenaflex, a company that's changing the trajectory of cancer mortality.
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We're committed to creating a work environment that's inclusive, supportive, and empowering. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package that includes:
* A full-time annual base pay scale of $41K-$48K Total Base Pay Range.
* An annual bonus plan tied to company and individual performance.
* A long-term incentive plan to align company and colleague success over time.
* A progressive benefit package, including flexible time-off, a 401k with a company match, and 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.
**How to Apply**
If you're passionate about delivering exceptional customer service and making a difference in the fight against cancer, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission.
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