Are you a customer service expert with a passion for delivering world-class support to medical professionals, patients, and internal teams? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as a Regional Customer Support Specialist in our Oncology division.Aboutblithequarkblithequark is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our mission is to make personalized genetic testing and diagnostics part of the standard of care, protecting health and enabling earlier and more targeted interventions that lead to longer, healthier lives. Our team consists of highly dedicated professionals from world-class institutions, united by a shared passion for our work and each other.Your OpportunityAs a Regional Customer Support Specialist, you will play a critical role in ensuring the smooth ordering process and quick reporting of results for our customers. You will work closely with sales representatives, medical professionals, patients, and internal teams to resolve issues in a timely manner, using your critical thinking skills and expertise in customer service principles and practices.Key Responsibilities* Respond promptly to internal and external customer inquiries, providing world-class service and support.* Serve as the lead contact for accounts, documenting all interactions, communications, actions taken, and follow-ups.* Build rapport with accounts, patients, and sales representatives to resolve missing information in a timely manner, ensuring timely turnaround times (TAT) are met.* Communicate delays and cancellations to customers and facilitate redraw of samples as needed.* Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues, communicating clearly and logically the root cause of the issue and the resolution.* Familiarize yourself with all oncology tests performed by blithequark, including samples needed, TAT to results, patient health information, request forms, and required waivers.* Participate in special projects and other duties as assigned to meet business needs.* Maintain a current status on blithequark training requirements and complete training relating to HIPAA/PHI privacy, general policies and procedure compliance, and security training as soon as possible but not later than the first 30 days of hire.Qualifications* Two-year degree and/or 2-5 years of related experience, undergraduate degree preferred.* Skilled specialist with the ability to complete tasks in a resourceful and efficient manner.* Advanced professional growth education.* Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance, and security training as soon as possible but not later than the first 30 days of hire.Knowledge, Skills, and Abilities* Excellence in de-escalating customer behavior.* Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.* Problem analysis and problem-solving skills.* Adaptability to change and self-starter.* Knowledge of customer service principles and practices.* Experience in both phone and written customer support.* Knowledge of administrative procedures and protocols.* Knowledge of numeric, oral, and written language applications.* Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar.* Excellence in attention to detail and critical thinking.* Adaptability to change and self-starter.* Ability to maintain professionalism during highly escalated situations.Preferred Skills and Experience* Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.* Problem analysis and problem-solving.* Data collection and maintenance.* Bilingual is a plus.What We Offer* Competitive Benefits: Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.* Free testing for employees and their immediate families.* Fertility care benefits.* Pregnancy and baby bonding leave.* 401k benefits.* Commuter benefits.* Employee referral program.* Opportunities for career growth and professional development.* Collaborative and inclusive work environment.* Recognition and rewards for outstanding performance.Work Environment and Culture* blithequark is committed to ensuring a diverse and inclusive workplace environment, welcoming people of different backgrounds, experiences, abilities, and perspectives.* Our team is passionate about our work and each other, working together to make a meaningful impact in the lives of our customers and patients.* We value collaboration, innovation, and continuous learning, providing opportunities for growth and development.How to ApplyIf you are a customer service expert with a passion for delivering world-class support, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.Equal Opportunity Employerblithequark is an equal opportunity employer, committed to ensuring a diverse and inclusive workplace environment. We welcome applications from qualified candidates regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability, or any other legally protected status.DisclaimerPlease be advised that blithequark will reach out to candidates with a @blithequark.com email domain ONLY. Email communications from all other domain names are not from blithequark or its employees and are fraudulent. blithequark does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. blithequark takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.Apply Job!Apply for this job