Temp, Customer Service Representative - Biospecimen Operations

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 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.

Essential Duties and 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.

Education and Experience

High school diploma or general education degree (GED) required.

Related experience and/or training preferred.

Medical Laboratory Technician Certification (ASCP) preferred.

Skills and Ability

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.

Supervisory Responsibilities: ​None​

Physical Demands:
While performing the duties of this job, the occupant is regularly required to:

Prolonged periods of sitting at a desk and working on a computer.

Prolonged use of computer and headphones for conference calls.

Communicate effectively via phone, video, and email.

Use hands and fingers to operate a computer and other office equipment.

Occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision and ability to adjust focus.

Occasional exposure to dry ice and cold temperatures.

May handle biological specimens and must wear the provided, appropriate personal protective equipment.

Travel Requirements: ​Minimal​

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, 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.
We are proud to be an Equal Employment Opportunity Employer and value the diversity of our workforce. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. To learn more about equal employment opportunity, please view the posters here: https://www.dol.gov/agencies/whd/posters
LabConnect also prioritizes the privacy and security of your personal data. All candidate information is handled in accordance with General Data Protection Regulation (GDPR). To learn more, please review our Privacy Notice on our website, by navigating to https://www.labconnect.com/
If you need assistance to complete your job application, search for a job opening, or submit an online application at LabConnect, please email talent@labconnect.com or call +1 (423) 722-3155.