Customer Service Representative - Investigator Support Services

Labconnect International Ltd•Johnson City, TN

58d•Onsite

About The Position

The 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); prefer related experience and/or training
Must possess excellent organizational and interpersonal skills and be highly adaptive.
Must have excellent organizational and interpersonal skills.
Must be able to multitask and work well within a team.
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 organization.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
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.
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.

Nice To Haves

Medical Laboratory Technician Certification (ASCP) preferred.

Responsibilities

Stay current on SOPs relevant to job duties
Answering and making phone calls to clinical sites, testing laboratories, etc.
Investigate/answer the question or direct them to the appropriate department
Answering and following up with voicemails
Work different queues within LabConnect s clinical trials management software: Criticals/Cancellations, Overdue/Pending list, Double data entry/referee queue, SmartSheets requests, ARUP eExcepts, Manual Sample Tracking List (STL) log
Answer internal and external email requests in a timely manner
Generate and close queries, contact appropriate parties when queries are resolved
Remote registration of requisitions
Training new employees
Problem resolution and investigation, open and close quality events when requested
Other duties as designated