Title: Customer Service Rep. II
Location: Indianapolis, IN (Remote)
Duration: 12 months 
Shift: 10 am - 7 pm EST. (HM stated that once the candidate is fully trained, they will be added to the rotating weekend shifts, but that will be discussed after they are fully trained)

Fluency in English + Portuguese and/or Spanish.
Note: Saturday shift is required several times per year. 
This is a fully remote position.

Job Description: 

• If you are looking for a company where you can personally advance healthcare and make a difference in peoples’ lives with your bold ideas and unique point of view, consider working at as an Investigator Support Coordinator.
• 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.
• 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 investigator’s needs are explored prior to implementation of new processes and procedures.

Thrive personally and professionally: 

• Working at, you’ll continue to grow in our learning-based culture so you’ll know how to expertly respond and adapt as the industry continues to evolve. Here, you’ll put your education to work as you play a meaningful role in advancing healthcare and making a difference in people’s life.
• In addition, client offers great benefits, global experience and the opportunity to work independently within a team-oriented environment.

What we’re looking for:

• Investigator Support Coordinators are the most successful at Client.
• 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.

Get to know Client:

• We believe in the power of science to change lives.
• We are a leading global life sciences company that delivers answers for crucial health questions.
• Through our unparalleled diagnostics and drug development capabilities, we provide insights and accelerate innovations that not only empower patients and providers but help medical, biotech, and pharmaceutical companies transform ideas into innovations.
• Here, you can join our more than 60,000 employees, serving clients in more than 100 countries, as we work together to make a real impact on people’s lives.

Education requirements:

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

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $20/hr. 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $20.00/hr.