Experienced Customer Service Agent – Global Clinical Trials Support
Join arenaflex, a leading provider of innovative solutions for the clinical trials industry, as a Customer Service Agent in our Indianapolis office. As a key member of our Client Services Support team, you will play a vital role in delivering exceptional customer experiences and resolving complex issues for our clients. If you possess excellent communication skills, a passion for problem-solving, and a commitment to customer service, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a dynamic and forward-thinking organization that is dedicated to revolutionizing the clinical trials industry. With a strong focus on innovation, customer satisfaction, and employee growth, we offer a unique and rewarding work environment that fosters collaboration, creativity, and continuous learning. Our team of experts is passionate about delivering high-quality solutions that meet the evolving needs of our clients, and we are committed to making a positive impact on the world.
Job Highlights
*
Company:
arenaflex
Start Date:
Immediate openings available
Compensation:
A competitive salary
Location:
Remote
Position:
Customer Service Agent in Indianapolis - 2nd/3rd Shift
What Success Looks Like in This Role
As a Customer Service Agent, you will have a significant impact on the world by using your critical thinking skills to resolve complex issues and deliver exceptional customer experiences. Your strong analytical skills and ability to meet deadlines in a team environment will be key to your success in this role. If you enjoy fact-finding and interacting with people from all over the globe, then join our team where you will:
- Support, troubleshoot, and resolve end-user issues in our client software applications for clinical trials
- Document all call information according to QA and internal standard operating procedures
- Monitor team mailbox emails and document according to procedures
- Maintain confidentiality as appropriate at all times
- Adhere to departmental procedures for all emergencies
You Will Be Successful in This Role If You Have:
* A college degree and at least one year of applicable experience. A background investigation and drug screen are required.
- Strong computer experience with Microsoft Office products and familiarity with SharePoint. Strong troubleshooting skills are essential.
- Strong written and verbal English communication skills on a professional level. Strong phone skills are also required. Bilingual candidates who speak Spanish, French, and/or Japanese are helpful but not required.
- A strong commitment to customer service
- The ability to apply critical thinking and analytical skills appropriately to resolve daily issues
- The ability to work remotely within a 50-mile radius of Indianapolis and travel to client sites for urgent situations
- COVID-19 vaccination restrictions are no longer required to enter facilities according to CDC recommendations for any local or state requirements
Hours and Training
The hours for this position will be SECOND OR THIRD SHIFT; possibly weekends; with availability to float and cover additional shifts as needed after training. Training will be hands-on, HYBRID 3-days on-site/ 2 days remote for approximately the first 6 months (could be shorter/longer) from 8 am – 4:30 pm EST, Monday – Friday, and then will move to the scheduled shift fully remote. The shift would be 5PM - 1AM OR 9PM - 5AM***. FLEX WEEKENDS would be 10AM - 6PM or 6PM - 2AM.
Benefits
arenaflex offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We are committed to supporting work-life balance and investing in your future success.
Video Interview
At arenaflex, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other category protected by law.
Reasonable Accommodation
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about arenaflex’s EEO commitment here.
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