Customer Service Rep. II

BCforward is currently seeking a highly motivated Customer Service Rep for an opportunity in Remote!

Position Title: Customer Service Rep

Location: Remote

Anticipated Start Date: 11/11/2024

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: 8+ Months of contract with possible extension

Job Type: [FULL TIME (>%3D30 HRS WEEKLY)], [CONTRACT], [Remote]

Pay Range: $18 - $22.00/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.).

Requirements:

• Need min 2 years of Call Center
• English and Portuguese (Bilingual Experience)

Job Description:

Shift: Saturday shift required once every 2 months.

Work hours may differ during training period and post training when released wholly or partially to work on tasks.

Expected post training hours are 10-7 pm EST.

The Investigator Support Coordinator is responsible for the communication and support of investigative sites, including managing incoming and/or outgoing telephone contact.

The coordinator will also resolve accession holds as assigned by working with sites, project management, and data revision personnel.

The coordinator will provide results to site staff by telephone or fax.

In more details, you will be:

* 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 address patient safety issues and escalates as needed for resolution.

* Ensuring the investigators needs are explored prior to implementation of new processes and procedures.

What we're looking for:

Investigator Support Coordinators are the most successful with:

* 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.

* Experience in the pharmaceutical industry is an advantage.

Education requirements:

High school diploma with 2 years customer service experience over the phone.

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.

Keywords:

[Need min 2 years of Call Center with English and Portuguese (Bilingual Experience)]

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 230349 when responding to this ad.