Note: The job is a remote job and is open to candidates in USA. Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. They are seeking a Customer Service Representative II to support investigative sites, manage telephone contact, and resolve accession holds by collaborating with project management and data revision personnel.
Responsibilities
• Notify investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work
• Monitor, track, and resolve accession holds, informing project managers of any delays
• Update the database with appropriate information and inform personnel of additional testing needs
• Support sites and sponsors with project-related questions via phone and email
• Adhere effectively and timely to management communications, meetings, and Standard Operating Procedures
• Assist and support in the implementation of global processes and procedures
• Track and report metrics as determined by management within agreed timelines
• Document all service failures, resolving and escalating to management when appropriate
• Act as a liaison for both internal and external clients
• Communicate investigator site needs when new policies or procedures are discussed
• Instill a culture where patient safety is the top priority and promptly address any issues
• Ensure investigator needs are explored before implementing new processes and procedures
Skills
• Customer service skills
• Self-motivation with strong verbal skills
• Attention to detail and good organizational skills
• Ability to handle multiple tasks and distractions professionally
• Adaptability
• Problem-solving skills
• Team player with the ability to work independently
• Fluency in English and Spanish
• Experience in the pharmaceutical industry is an advantage
• Ability to work 10am - 7pm EST shift
• Ability to work one Saturday a month
Benefits
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Company Overview
• Aston Carter is a staffing and recruiting company providing risk and compliance services. It was founded in 1997, and is headquartered in London, England, GBR, with a workforce of 1001-5000 employees. Its website is https://www.astoncarter.com/en.
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