Customer Service Rep. II

Customer Service Rep. II

BCForward is looking for Customer Service Rep. II (Portuguese)- Remote

Position Title: Customer Service Rep. II (Portuguese)

Location: Remote US

Anticipated Start Date: 10/05/2024

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12+ Months (Contract)

Job Type: [FULL TIME (>%3D40 HRS WEEKLY)], [CONTRACT], [Remote]

Pay Range: $21.50/hr.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Shift Timings: Monday - Friday 1st shift

Note: Saturday shift required once every 2 months.
This is fully remote position.

Company Overview:
We harness the power of science to improve healthcare and enhance lives. As a leading global life sciences company, we provide crucial diagnostics and drug development solutions that empower patients, providers, and the pharmaceutical industry. Join our team of over 60,000 dedicated professionals serving clients in more than 100 countries and help us make a real impact.

Position Overview:
As an Investigator Support Coordinator, you will play a vital role in supporting investigative sites by managing communication and resolving accession holds. Your efforts will directly contribute to advancing healthcare and improving patient outcomes.

Key Responsibilities:

• Notify investigator sites, sponsors, and affiliates of laboratory results, flags, and test cancellations as per the Statement of Work (SOW).
• Monitor, track, and resolve accession holds; communicate any delays to supervisors and project managers.
• Update databases with relevant information and inform teams of additional testing requirements.
• Address project-related inquiries from sites and sponsors via phone and email.
• Adhere to management communications, meetings, and Standard Operating Procedures (SOP) in a timely manner.
• Assist in implementing global processes and procedures.
• Track and report metrics as defined by management within established timelines.
• Document service failures, resolve issues, and escalate unresolved matters to management.
• Act as a liaison between internal and external clients.
• Communicate investigator site needs during discussions of new policies or procedures.
• Foster a culture prioritizing patient safety and promptly address any related issues.
• Ensure thorough exploration of investigator needs prior to implementing new processes.

Qualifications:

• High school diploma with at least 2 years of customer service experience over the phone.
• Strong customer service and verbal communication skills.
• Self-motivated with excellent attention to detail and organizational abilities.
• Capacity to manage multiple tasks and distractions while maintaining professionalism.
• Adaptability and problem-solving skills.
• Team-oriented with the ability to work independently.
• Fluency in English and Portuguese is required.
• Experience in the pharmaceutical industry is a plus.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 229318 when responding to this ad.

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