Title: Customer Service Rep. III
Duration: 12 months
Shift hours: 1st Shift 10am - 7pm EST- Mon - Fri
HM stated 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.
Location: Remote- but HM stated if they live close to Indianapolis, she would liketo see those resumes, but remote is fine. She is open to candidates outside ofIndiana, but will need to work the hours below.

Note: Saturday shift is required once every 2 months. Expected post-training hours are 10-7 pm EST.

Job Description:

• 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.

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 + Spanish and/or Portuguese.
• Experience in the pharmaceutical industry is an advantage.

Education requirements:

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

 
 
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: $ 22.00/hr.