**Experienced Customer Service Associate - US Remote - BioTech Industry Expert**

At arenaflex, we're revolutionizing the way we approach healthcare and diagnostics, and we're looking for a talented Customer Service Associate to join our team. As a Customer Service Associate, you'll play a critical role in delivering exceptional service experiences to our customers, helping them navigate our products and services with ease. If you're passionate about helping people, have a customer-centric mindset, and thrive in a fast-paced, dynamic environment, we want to hear from you.

• *About arenaflex**

arenaflex is a leading healthcare company that's pushing the boundaries of what's possible in diagnostics and genomics. Our mission is to improve human health and save lives by providing innovative, high-quality products and services. We're a team of passionate, dedicated professionals who are committed to making a difference in the world. And we're looking for like-minded individuals to join our team.

• *Responsibilities**

As a Customer Service Associate at arenaflex, you'll be responsible for delivering exceptional service experiences to our customers. Your primary responsibilities will include:

• **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**: Stay informed and knowledgeable about arenaflex products, services, processes, and procedures, and use that knowledge to address customer needs
• **Address customer issues, troubleshoot, and follow-through to ensure full resolution**: Use your problem-solving skills to resolve customer issues and concerns in a timely and professional manner
• **Perform assigned daily tasks that support customer satisfaction**: Be present and on-time, and perform tasks that support customer satisfaction and engagement
• **Specialize in one or two skill sets that can be performed with some autonomy**: Develop expertise in specific areas of customer service, such as product knowledge or technical support

• *Documentation**

As a Customer Service Associate, you'll also be responsible for creating and maintaining accurate and detailed records of customer interactions. This will include:

• **Create and maintain accurate and detailed records of customer interactions**: 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**: Ensure that all customer interactions are documented in a timely and accurate manner
• **Flag opportunities to make documentation practices more effective and efficient**: Identify areas for improvement and suggest changes to documentation practices to enhance customer service

• *Product Knowledge & Service Standards**

To succeed in this role, you'll need to stay informed and knowledgeable about arenaflex products, services, processes, and procedures. This will include:

• **Stay informed and knowledgeable about arenaflex products, services, processes, and procedures**: Use this knowledge to address customer needs and provide accurate information and guidance
• **Meet performance metrics and service level agreements (SLAs)**: Ensure that customer service metrics and SLAs are met or exceeded
• **Strive to achieve high levels of customer satisfaction and ease of doing business with arenaflex**: Continuously look for ways to improve customer satisfaction and engagement

• *Team Collaboration**

As a Customer Service Associate, you'll work closely with colleagues to share knowledge and solutions that help everyone be their best. This will include:

• **Collaborate with colleagues to share knowledge and solutions**: Share knowledge and expertise with colleagues to enhance customer service and support
• **Participate in team meetings and training sessions**: Attend team meetings and training sessions to stay informed and up-to-date on customer service best practices
• **Escalate complex problems to senior team members or supervisors**: Use your judgment to escalate complex problems to senior team members or supervisors for resolution

• *Communication**

Effective communication is critical to success in this role. You'll need to:

• **Clearly and effectively communicate with customers and colleagues**: Use clear and concise language to communicate with customers and colleagues
• **Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions**: Ensure that all interactions are professional, courteous, and respectful
• **Embody arenaflex values and communicate with others in accordance with these standards**: Use arenaflex values to guide your interactions and communication with customers and colleagues

• *Preferred Qualifications**

While not required, the following qualifications are preferred:

• **High school diploma or equivalent, with 2-5 years of applicable customer service experience**: Or, Associate's or Bachelor's degree (BS/BA) with 1-2 years of applicable experience
• **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

• *What We Offer**

As a Customer Service Associate at arenaflex, you'll enjoy a range of benefits, including:

• **Competitive salary**: The expected, full-time, annual base pay scale for this position is $48K- $57K. Actual base pay will consider skills, experience, and location
• **Opportunities for career growth and development**: arenaflex is a fast-paced, dynamic company that's always looking for ways to improve and grow. As a Customer Service Associate, you'll have opportunities to develop new skills and take on new challenges
• **Collaborative and supportive work environment**: arenaflex is a team-oriented company that values collaboration and teamwork. You'll work closely with colleagues to achieve common goals and objectives
• **Flexible work arrangements**: This is a full-time role that can be remote US based or hybrid at Menlo Park, CA, or Durham, NC. Shifts generally fall between 8:30am-5pm in the Pacific or Eastern time zones, but we do need flexibility due to work assignments and business needs

• *How to Apply**

If you're passionate about customer service and want to join a dynamic, innovative company, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!