Experienced Customer Service Representative – Clinical Trials Management

At arenaflex, we are dedicated to delivering exceptional quality and service to our clients in the clinical trials management industry. As a Customer Service Representative, you will play a vital role in ensuring the highest standards of quality control in all interactions, upholding rigorous quality assurance protocols, and establishing and maintaining relationships with clinical investigator sites, contract research organizations, pharmaceutical sponsors, and laboratories.

Job Summary:

As a Customer Service Representative at arenaflex, you will be the first point of contact for routing client support, handling a wide range of inquiries, and resolving issues in a timely and professional manner. You will work closely with clinical sites, testing laboratories, and other stakeholders to ensure seamless communication and collaboration. Your exceptional organizational and interpersonal skills, combined with your ability to multitask and work well within a team, will enable you to excel in this role.

Essential Duties and Responsibilities:

* Stay current on SOPs relevant to job duties and review critical documents for accuracy and compliance.

• Review and QC critical documents, identifying any errors and tracking those errors through resolution.
• Answer and make phone calls to clinical sites, testing laboratories, and other stakeholders to provide support and resolve issues.
• Investigate and answer questions or direct them to the appropriate department.
• Answer and follow up with voicemails in a timely manner.
• Work different queues within arenaflex's clinical trials management software, including Double Data Entry/Referree Queue, ARUP Exceptions, Manual Sample Tracking List (STL) Log, Sharepoint Trackers, and Requisition Testing for all US and EU facilities.
• Answer internal and external email requests in a timely manner and generate and close queries, contact appropriate parties when queries are resolved, and provide a standardized quality check for errors each day.
• Update and provide lab reports to clients and work with project managers to facilitate and resolve issues.
• Perform remote registration of requisitions and train new employees.
• Resolve problems and investigate quality events, opening and closing quality events as requested.
• Perform other duties as designated by management.

Education and Experience:

* High school diploma or general education degree (GED) required; related experience and/or training preferred.

• Must possess excellent organizational and interpersonal skills and be highly adaptable.
• Must be able to multitask and work well within a team.

Language Ability:

* Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.

Math Ability:

* Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

* Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Ability to solve practical problems and deal with a variety of concrete variables in standardized situations where only limited standardization exists.

Computer Skills:

* Working knowledge of Microsoft Office applications, including MS Word, Excel, and PowerPoint.

• Willingness and ability to learn new software programs as required for the position.

Certifications and Licenses:

* Medical Laboratory Technician Certification (ASCP) preferred.

Work Environment and Culture:

At arenaflex, we value our employees and strive to create a positive and supportive work environment. Our team is dedicated to delivering exceptional quality and service to our clients, and we believe that our employees are the key to our success. We offer a dynamic and fast-paced work environment, with opportunities for growth and development.

Career Growth Opportunities and Learning Benefits:

* arenaflex offers a comprehensive training program to help you develop your skills and knowledge.

• Opportunities for career advancement and professional growth.
• Collaborative and supportive work environment.
• Recognition and rewards for outstanding performance.

Compensation, Perks, and Benefits:

* Competitive salary and benefits package.

• Comprehensive health insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and growth.

How to Apply:

If you are a motivated and customer-focused individual with excellent organizational and interpersonal skills, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement. Apply for this job