Temp, Customer Service Representative - Biospecimen Operations

LabConnect • Johnson City, TN

1d

About The Position

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.

We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions.
Job Summary
The Temp, Customer Service Representative is responsible for establishing and maintaining relationships with clinical investigator sites, contract research organizations, pharmaceutical sponsors, and laboratories. The Customer Service Representative will be the first point of contact for routing client support. The Customer Service Representative must remain professional when communicating with clinicians, site monitors, or any other client.

Requirements

• High school diploma or general education degree (GED) required.
• Excellent verbal communication skills for handling phone inquiries with professionalism and clarity.
• Active listening skills to fully understand customer needs and concerns.
• Demonstrated ability to provide positive customer experience.
• Strong written communication skills.
• Possess excellent organizational and interpersonal skills and be highly adaptive.
• Excellent organizational and interpersonal skills.
• Must be able to multitask and work well within a team.

Nice To Haves

• Related experience and/or training preferred.
• Medical Laboratory Technician Certification (ASCP) preferred.

Responsibilities

• Handle incoming and outgoing phone calls to clinical sites, testing laboratories, and other stakeholders.
• Investigate inquiries or route them to the appropriate department for resolution.
• Respond to and follow up on voicemail promptly.
• Manage various task queues within LabConnect’s clinical trials management software, including:
• Criticals/Cancellations
• Overdue/Pending list
• Double data entry/referee queue
• Smartsheet requests
• ARUP eExcepts
• Manual Sample Tracking List (STL) log
• Respond to internal and external email requests in a timely and professional manner.
• Generate, track, and close queries; communicate with relevant parties upon resolution.
• Perform remote registration of requisitions.
• Assist in onboarding and training new employees.
• Investigate and resolve problems; initiate and close quality events as needed.
• Maintain up-to-date knowledge of Standard Operating Procedures (SOPs) relevant to assigned duties.
• Perform other duties as assigned.

Benefits

• Financial Security (Base Pay, 401k Match and Possible Annual Bonus Eligibility)
• Health Benefits beginning on date of hire
• PTO plan, plus 11 Paid Company Holidays, and 1 Day to Volunteer in your community
• Short and Long-Term Disability, Life Insurance, and AD&D
• We celebrate our differences, which enriches our culture!
• In addition to great perks and challenging work assignments, we invest in our people with career growth opportunities, globally. We believe in a friendly and collaborative environment with open lines of communication. While living out our values of People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees