Customer Service Rep

The Customer Service Rep is responsible for the communication and support of investigative sites, including managing incoming and/or outgoing telephone contact. The coordinator will also resolve accession holds as assigned by working with sites, project management, and data revision personnel. The coordinator will provide results to site staff by telephone or fax.  Position is 100% remote and a possible Temp to Hire based on performance.   Qualifications:

• Critical Thinking
• Candidate must have experience taking inbound calls. 
• Attention to detail and good organizational skills
• Experience in the pharmaceutical industry is an advantage
• High School diploma or GED required; AA or Bachelor’s preferred

salary: $20 – $21.07 per hour
shift: First
work hours: 8 AM – 5 PM
education: High School

Responsibilities

• Notifying investigator sites, sponsors, and affiliates of laboratory results, sponsor determined flags, and test cancellations as defined in the Statement of Work (SOW)
• Able to speak with German and/or French speaking callers
• Monitoring, tracking, and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays
• Updating the database with appropriate information and informing personnel of additional testing needs.
• Supporting sites and sponsor with project related questions via phone and email
• Effective and timely adherence to management communications, meetings, and Standard Operating Procedures (SOP)
• Assisting and supporting in the implementation of global processes and procedures
• Tracking and reporting metrics as determined by management in the agreed timelines
• Documenting all service failures, resolving, and escalating to management when appropriate resolution is incomplete
• Acting as a liaison for both internal and external clients
• Communicating investigator site needs when new policies or procedures are discussed
• Instilling a culture where patient safety is top priority
• Promptly address patient safety issues and escalates as needed for resolution
• Ensuring the investigator’s needs are explored prior to implementation of new processes and procedures

SkillsCustomer ServiceActive ListeningIssue Resolution
QualificationsYears of experience: 2 yearsExperience level: Experienced
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).