At arenaflex, we are committed to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Representative in our Cleveland, OH office, you will play a critical role in ensuring the highest standards of quality control in all interactions. This is an exciting opportunity to join a dynamic team that is passionate about making a difference in the lives of our clients and patients.
**About arenaflex**
arenaflex is a leading provider of clinical trials management solutions, dedicated to helping pharmaceutical companies, contract research organizations, and clinical investigator sites navigate the complexities of clinical research. Our team of experts is committed to delivering innovative solutions that streamline clinical trials, improve patient outcomes, and enhance the overall quality of life.
**Job Summary**
As a Customer Service Representative, you will be the first point of contact for routing client support, establishing and maintaining relationships with clinical investigator sites, contract research organizations, pharmaceutical sponsors, and laboratories. You will be responsible for ensuring that all communications and processes are compliant with industry regulations and company standards.
**Essential Duties and Other Responsibilities**
* Stay current on SOPs relevant to job duties, ensuring that you are up-to-date on the latest procedures and protocols.
* 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, providing timely and effective support.
* Investigate and answer questions or direct them to the appropriate department, ensuring that clients receive prompt and accurate responses.
* Answer and follow up with voicemails, ensuring that all communication channels are covered.
* Work different queues within arenaflex's clinical trials management software, including Double data entry/referree queue, ARUP excepts, Manual Sample Tracking List (STL) log, Sharepoint trackers, and others.
* Requisition testing for all US and EU facilities, ensuring that all testing is conducted in accordance with industry regulations.
* Answer internal and external email requests in a timely manner, providing clear and concise responses.
* 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, ensuring that all documentation is accurate and complete.
* Train new employees, providing guidance and support to ensure a smooth onboarding process.
* 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 is preferred.
* Must possess excellent organizational and interpersonal skills, and be highly adaptive.
* 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**
* To perform this job successfully, an individual should have a working knowledge of Microsoft Office applications, including MS Word, Excel, and PowerPoint.
* Must be willing and able to learn new software programs as required for the position.
**Certificates and Licenses**
* Medical Laboratory Technician Certification (ASCP) is preferred.
**Work Environment and Company Culture**
* arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive.
* We offer a dynamic and fast-paced work environment, with opportunities for growth and development.
* Our team is passionate about making a difference in the lives of our clients and patients, and we are looking for individuals who share this passion.
**Compensation, Perks, and Benefits**
* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a comprehensive employee assistance program.
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to helping our employees grow and develop in their careers.
* We offer a range of training and development programs, including on-the-job training, mentorship, and education assistance.
* Our team is passionate about learning and sharing knowledge, and we encourage our employees to take ownership of their professional development.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of our clients and patients, 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, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.