Customer Service

This is a contract job opportunity. Potential for perm

Position: Remote Customer Service - Portuguese or Spanish Speaking 1373

Location: Remote

Schedule: M-F 10 am - 7 pm EST

Projected duration: 12 months + potential for perm

Job code: CVDJP

Must speak Portuguese and/or Spanish

Benefits are available

Description:

Job DescriptionIf 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 with us 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.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 investigator's needs are explored prior to implementation of new processes and proceduresNote: Saturday shift required several times per year. Work hours are 10-7 pm EST.This is a fully remote position.What we're looking forInvestigator 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 and/or Spanish.
• Experience in the pharmaceutical industry is an advantageEducation requirementsHigh school diploma with 2 years customer service experience over the phone