Bilingual Customer Service Rep Job at BCForward in Indianapolis

BCforward is currently seeking a highly motivated Customer Service Rep for an opportunity in Indianapolis, IN 46214 (Remote – IN or EST)

Job Details:

Job Title: Customer Service Rep

Job Location: Indianapolis, IN 46214

Expected Duration: 12 Months (with possible extension)

Pay Rate: $20/hr on W2

Shift Time: 10am - 7pm EST-Mon- Fri

Estimated Start Date on November 1st Week

**** REMOTE – IN OR EST****

Job Description:

• The Investigator Support Coordinator is responsible for supporting and communicating with investigative sites, including managing incoming and outgoing telephone contact. The coordinator resolves accession holds by working with sites, project management, and data revision personnel, and provides results to site staff by telephone or fax.

Key Responsibilities

• Notify investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work (SOW)
• Monitor, track, and resolve accession holds; inform the Supervisor and associated Project Manager of any delays
• Update the database with appropriate information and notify personnel of additional testing needs
• Support sites and sponsors with project-related questions via phone and email
• Adhere effectively and timely to management communications, meetings, and Standard Operating Procedures (SOPs)
• Assist and support the implementation of global processes and procedures
• Track and report metrics as determined by management within agreed timelines
• Document all service failures, resolve issues, and escalate to management when appropriate resolution is incomplete
• Act as a liaison for both internal and external clients
• Communicate investigator site needs when new policies or procedures are discussed
• Instill a culture where patient safety is the top priority; promptly address and escalate patient safety issues as needed
• Ensure investigators’ needs are considered prior to implementation of new processes and procedures

Qualifications

• High School Diploma
• Minimum 2 years of customer service experience over the phone
• Fluency in English, plus Spanish and/or Portuguese preferred
• Experience in the pharmaceutical industry is an advantage

Skills and Competencies

• Strong customer service skills
• Self-motivated with excellent verbal communication
• Attention to detail and strong organizational skills
• Ability to handle multiple tasks and distractions while maintaining professionalism
• Adaptability and problem-solving skills
• Ability to work independently while being a team player

Additional Information

• This is a fully remote position
• Work hours may vary during training and post-training phases
• Saturday shift is required once every 2 months

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.