Experienced Bilingual Customer Service Representative – Global Investigative Site Support

At arenaflex, we're seeking a highly motivated and customer-focused Bilingual Customer Service Representative to join our team in a remote opportunity. As a key member of our global workforce, you will play a vital role in providing exceptional support to investigative sites, sponsors, and affiliates. If you're passionate about delivering outstanding customer service, possess excellent communication skills, and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a global leader in workforce management and digital product delivery solutions, headquartered in Indianapolis, IN. Founded in 1998, we're a Black-owned company dedicated to empowering human potential through our core values: People-Centricity, Excellence, and Diversity. With a worldwide team of over 6,000 consultants, we're committed to providing best-in-class workplace solutions, fostering a culture of accountability, innovation, and optimism.

Job Summary

As an Experienced Bilingual Customer Service Representative, you will be responsible for providing exceptional support to investigative sites, sponsors, and affiliates. You will communicate laboratory results, sponsor-determined flags, and test cancellations, as defined in the Statement of Work (SOW). You will also monitor, track, and resolve accession holds, update databases, and provide timely adherence to management communications, meetings, and Standard Operating Procedures (SOP).

Responsibilities

* Notifying investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work (SOW)

• Monitoring, tracking, and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays
• Updating the database with appropriate information and informing personnel of additional testing needs
• Supporting sites and sponsor with project-related questions via phone and email
• Effective and timely adherence to management communications, meetings, and Standard Operating Procedures (SOP)
• Assisting and supporting in the implementation of global processes and procedures
• Tracking and reporting metrics as determined by management in the agreed timelines
• Documenting all service failures, resolving, and escalating to management when appropriate resolution is incomplete
• Acting as a liaison for both internal and external clients
• Communicating investigator site needs when new policies or procedures are discussed
• Instilling a culture where patient safety is top priority
• Promptly addressing patient safety issues and escalating as needed for resolution
• Ensuring the investigators' needs are explored prior to implementation of new processes and procedures

Required Skills

* Customer service skills

• Self-motivated with strong verbal skills
• Attention to detail and good organizational skills
• Ability to handle multiple tasks and multiple distractions while maintaining a professional manner
• Adaptability skills
• Problem-solving skills
• Being a team player with an ability to work independently
• Fluency in English + Portuguese and/or Spanish
• Experience in the pharmaceutical industry is an advantage

Preferred Qualifications

* Associate's degree or equivalent experience

• 1-2 years of experience in customer service or a related field
• Experience working in a remote environment

Work Environment and Culture

As a remote employee, you will have the flexibility to work from the comfort of your own home. arenaflex is committed to providing a best-in-class workplace, fostering a culture of accountability, innovation, and optimism. We value diversity and inclusion, striving to create a positive impact for our clients, employees, and communities.

Compensation and Benefits

* $20.00 per hour

• 40 hours per week
• 8-hour shift
• Morning shift
• Opportunities for career growth and professional development
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

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Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job