Customer Service Representative - Biorepository Services

Overview

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 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.

Essential Duties and Other 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/referree 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

Education/Experience
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.

Language Ability
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.

Math Ability
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability
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.

Computer Skills
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.

Certificates and Licenses
Medical Laboratory Technician Certification (ASCP) preferred.

Supervisory Responsibilities
This job has no supervisory responsibilities.

Work Environment
The noise level in the work environment is moderate.

Physical Demands
While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Potential exposure to dry ice and cold temperatures. May handle biological specimens. Must wear the provided, appropriate personal protective equipment (PPE).


Join our team and discover how your work can impact patients' lives around the world!
Some of the Perks our LabConnectors Love:
• 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,