Customer Service Rep. II

Customer Service Rep. II

BC Forward is looking for Customer Service Rep (Remote - Spanish/Portugese) in Indiana

Position Title: Customer Service Rep (Remote - Spanish/Portugese)

Locations: 8211 Scicor Drive, Indianapolis, IN 46214
Anticipated Start Date: 05/05
Expected Duration: 12 Months
Job Type: Contract with possible extension
Shift: Work hours are 10-7 pm EST. Saturday shift required several times per year.
Pay Rate $20.00/hr. on W2
Need: Min 2 yrs of exp in Customer Service with Fluency in English and Portuguese and/or Spanish, with experience in the pharmaceutical industry considered an advantage.


Job Description:
Position Overview
As an Investigator Support Coordinator, you will serve as a primary point of contact for investigative sites. You'll manage both inbound and outbound communication, resolve accession holds, and provide laboratory results to site staff. This position demands a proactive, customer-focused individual with excellent communication and organizational skills.
Key Responsibilities

• Communicate laboratory results, sponsor-designated flags, and test cancellations to investigator sites, sponsors, and affiliates per the Statement of Work (SOW)
  
• Monitor, track, and resolve accession holds; report delays to the Supervisor and Project Manager
  
• Update internal databases with accurate information and communicate additional testing needs
  
• Respond to site and sponsor inquiries via phone and email in a timely and professional manner
  
• Ensure compliance with Standard Operating Procedures (SOPs), management directives, and meeting schedules
  
• Support the implementation of global processes and procedures
  
• Track and report key performance metrics within established timelines
  
• Document and resolve service issues; escalate unresolved matters to management as needed
  
• Act as a liaison between internal teams and external clients
  
• Advocate for investigator site needs during policy and procedural changes
  
• Maintain a strong focus on patient safety and report safety concerns promptly
  
• Consider site impact when introducing new processes or procedures
  

Qualifications

• High school diploma or equivalent
  
• Minimum of 2 years of phone-based customer service experience
  
• Fluency in English plus Portuguese and/or Spanish is required
  
• Experience in the pharmaceutical or healthcare industry is a plus
  

Success Factors
The ideal candidate will demonstrate:

• Strong customer service orientation and problem-solving abilities
  
• Excellent verbal communication and interpersonal skills
  
• Ability to manage multiple tasks and distractions while maintaining professionalism
  
• Exceptional attention to detail and strong organizational skills
  
• Adaptability and a team-first mindset with the ability to work independently
  

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.

Interested candidates please send resume in Word format Please reference job code 237904 when responding to this ad.

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