Portuguese Customer Service

Job Description

Job Description

Job Description

We are seeking a  Customer Service Rep. III to join our team supporting investigator sites and healthcare stakeholders. The role requires strong experience in  call center or telephone-based customer support and a proven ability to  manage site communications, resolve accession holds, and ensure timely and accurate delivery of results . Fluency in Brazilian Portuguese is required to support phone calls with Portuguese-speaking medical professionals.

Responsibilities:

• Prioritize patient safety in all daily operations and promptly escalate concerns.
• Notify investigator sites, sponsors, and affiliates of lab results, sponsor-designated flags, and test cancellations per the SOW.
• Respond to project-related inquiries from sites and sponsors via phone and email.
• Serve as a liaison between internal teams and external clients to support workflow and resolve issues.
• Support implementation of global processes and procedures and communicate site needs during policy or procedural changes.
• Monitor and resolve accession holds, escalating delays to leadership as needed.
• Update databases with relevant information and communicate additional testing needs.
• Document service failures, drive resolutions, and escalate unresolved cases to management.
• Adhere to SOPs, meetings, and management communications while tracking and reporting workflow metrics.
• Maintain training folders and complete all onboarding and mandatory training; participate in ongoing process and system training.
• Perform additional tasks as assigned.

Required Skills & Qualifications:

• Fluency in Brazilian Portuguese and English for professional phone and email communications.
• Strong verbal and written communication, customer service, and interpersonal skills.
• Ability to work independently, manage time, and accurately document client information.
• Proficiency with computer applications, including Microsoft Word and PowerPoint.
• High school diploma or GED.

Preferred Skills:

• 2+ years of customer service experience, ideally in a call center.
• Experience in healthcare, medical, or laboratory environments.

Schedule & Work Arrangement:

• Shift: 10:00 a.m. to 7:00 p.m. ET, 8 hours per day.
• Schedule options: Mon–Fri with 5 Saturdays per year on a rotation, or Tues–Sat. Final placement determined after training based on business need.
• Preference for candidates local to Indianapolis, IN. Candidates outside Indiana will be considered.