Experienced Customer Service Representative – Clinical Trials Management and Quality Assurance

At arenaflex, we're dedicated to delivering exceptional customer experiences and upholding the highest standards of quality control in the clinical trials management industry. As a Customer Service Representative, you'll play a critical role in ensuring that our clients receive top-notch support and that our processes are compliant with industry regulations and company standards.

About arenaflex

arenaflex is a leading provider of clinical trials management solutions, serving the pharmaceutical, biotechnology, and medical device industries. Our team of experts is passionate about delivering innovative solutions that meet the evolving needs of our clients. With a strong commitment to quality and customer satisfaction, we're seeking a highly skilled and motivated Customer Service Representative to join our team.

Job Summary

As a Customer Service Representative, you'll be the first point of contact for our clients, providing timely and effective support for their clinical trials management needs. You'll work closely with clinical investigator sites, contract research organizations, pharmaceutical sponsors, and laboratories to ensure seamless communication and resolution of issues. Your attention to detail, excellent communication skills, and ability to multitask will be essential in delivering exceptional customer experiences and upholding the highest standards of quality control.

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 errors and tracking them through resolution
• Answer and make phone calls to clinical sites, testing laboratories, and other stakeholders
• Investigate and answer client questions or direct them to the appropriate department
• Answer and follow up on 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 US and EU facilities
• Answer internal and external email requests in a timely manner
• 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
• Remote registration of requisitions
• Train new employees
• Problem resolution and investigation, open and close quality events when requested
• Other duties as designated by management

Education/Experience

* High school diploma or general education degree (GED)

• Related experience and/or training preferred
• Excellent organizational and interpersonal skills
• Highly adaptive and able to multitask
• Ability to 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

Certificates and Licenses

* Medical Laboratory Technician Certification (ASCP) preferred

Work Environment and Company Culture

arenaflex is committed to providing a dynamic and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional customer experiences and upholding the highest standards of quality control. We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.

Compensation, Perks, and Benefits

* Competitive salary

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment

How to Apply

If you're a motivated and detail-oriented individual with excellent communication skills and a passion for delivering exceptional customer experiences, 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, regardless of their background, culture, or identity. Apply for this job