Coordinator I, Help Desk

Advarra•United States of America,

9d•$50,000 - $66,974•Remote

About The Position

This position works closely with internal and external clients as an IRB resource, helping with Advarra best practices, client onboarding, training, and daily questions or concerns. It focuses on client satisfaction and improving service delivery and the client experience. The role provides direct client assistance, participates in or manages projects, escalates concerns, and contributes to process-improvement initiatives while working closely with team members. It maintains communications that promote client loyalty and retention, assesses issues as they arise, and ensures timely, appropriate resolution.

Requirements

Bachelor’s degree in business, communication, or a science-related field, or a high school diploma with two years of industry experience.
At least two years of experience in an IRB, health-related field, or clinical research.

Nice To Haves

Comfort evaluating situations, exercising sound judgment and discretion, and making decisions on significant matters with assistance from the Team Lead and/or Manager.
Understanding of FDA and OHRP regulations and guidance, and ICH guidance for informed consent and institutional review boards.
Intermediate computer skills, including MS Office products and CRM software.

Responsibilities

Collaborate with management and the Team Lead on process enhancements and contribute to departmental and company strategies.
Serve as a point of contact for IRB customers and provide exceptional customer service.
Demonstrate understanding of IRB processes and submission requirements.
Support internal and external clients with a variety of tasks.
Maintain accuracy and attention to detail, collaborating with internal teams to support client satisfaction.
Respond to customer inquiries in a timely manner.
Document and track client experience data in the system for continuous improvement.
Promptly escalate client concerns to the relevant Team Lead and/or Manager.
Collaborate with internal teams to resolve client issues and concerns and address potential issues proactively.
Provide client feedback through appropriate channels.
Participate in process-improvement discussions and assigned projects.
Serve as the primary contact for Advarra teams and CIRBI support, communicating client needs and feedback.
Participate in or conduct CIRBI demonstrations and provide ongoing client support and training.
Serve as a subject matter expert on IRB processes and requirements.
Complete assigned tasks.