Introduction to blithequark
At blithequark, we are dedicated to making a significant impact in the field of oncology and beyond. As a leader in cell-free DNA (cfDNA) testing, our mission is to make personalized genetic testing and diagnostics a standard part of care, enabling earlier and more targeted interventions that lead to longer, healthier lives. Our team consists of highly dedicated professionals from world-class institutions who are passionate about their work and committed to excellence. We are now seeking an experienced Regional Customer Support Specialist to join our team and play a critical role in delivering world-class service to our customers, including medical professionals, patients, and internal stakeholders.
Job Overview
The Regional Customer Support Specialist will be responsible for providing exceptional support to our customers, ensuring a smooth ordering process, and facilitating the quick reporting of results. This role requires a high degree of independence, multitasking, and critical thinking skills to resolve issues in a timely and professional manner. As the lead contact for accounts and sales, you will build rapport with customers, resolve missing information, and communicate effectively with internal and external stakeholders to ensure seamless issue resolution.
Key Responsibilities
- Respond promptly to internal and external customer inquiries via telephone and electronic channels
- Serve as the primary point of contact for accounts and sales, documenting all interactions, communications, actions taken, and follow-ups
- Build strong relationships with customers, patients, and sales teams to resolve issues and ensure timely resolution of missing information
- Communicate delays and cancellations to customers and facilitate the redraw of samples as needed
- Research and resolve escalated issues, providing clear and logical explanations of root causes and resolutions
- Maintain up-to-date knowledge of all oncology tests performed by blithequark, including sample requirements, turnaround times, patient health information, and request forms
- Participate in special projects and other duties as assigned to meet business needs
- Work with protected health information (PHI) on a regular basis, both in paper and electronic form, and maintain access to various technologies to access PHI
- Maintain current status on blithequark training requirements, including HIPAA/PHI privacy, general policies, and procedure compliance training
Qualifications and Skills
To be successful in this role, you will need to possess a combination of education, experience, and skills, including:
- A two-year degree and/or 2-5 years of related experience, with an undergraduate degree preferred
- Advanced professional growth education and a commitment to ongoing learning and development
- Excellence in de-escalating customer behavior and providing exceptional customer service
- Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders
- Strong problem analysis and problem-solving skills, with the ability to think critically and adapt to change
- Knowledge of customer service principles and practices, with experience in both phone and written customer support
- Intermediate knowledge of GSuite applications, with excellent typing skills and attention to detail
- Ability to maintain professionalism during highly escalated situations and work effectively in a fast-paced environment
Preferred Skills and Experience
While not required, 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, with the ability to communicate effectively with diverse customer groups
Career Growth and Development
At blithequark, 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
- Opportunities for career advancement and professional growth
- A collaborative and supportive work environment that encourages innovation and creativity
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our team is passionate about making a difference in the lives of our customers, and we are committed to creating a workplace culture that is:
- Diverse and inclusive, with a focus on collaboration and teamwork
- Fast-paced and dynamic, with opportunities for growth and development
- Supportive and flexible, with a focus on work-life balance
Compensation and Benefits
As a Regional Customer Support Specialist at blithequark, you will be eligible for a competitive compensation package, including:
- A comprehensive benefits package, including medical, dental, vision, life, and disability insurance
- A generous employee referral program and opportunities for career advancement
- A dynamic and inclusive work environment that encourages innovation and creativity
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for the Regional Customer Support Specialist role at blithequark. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and contribute to the success of our organization. Apply now to join our team and start your journey with blithequark!
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