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Job Title: Customer Service Representative 10am-7pm EST shift

Job Description

If you are looking for a company where you can personally advance healthcare and make a difference in people's lives with your bold ideas and unique point of view, consider working as an Investigator Support Coordinator. The Investigator Support Coordinator is responsible for the communication and support of investigative sites, including managing incoming and outgoing telephone contact. The coordinator will also resolve accession holds as assigned by working with sites, project management, and data revision personnel. The coordinator will provide results to site staff by telephone or fax.

Responsibilities

+ Notify investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work (SOW).

+ Monitor, track, and resolve accession holds, informing the associated Project Manager 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 (SOP).

+ 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, resolve, and escalate to management when appropriate resolution is incomplete.

+ 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.

+ Promptly address patient safety issues and escalate as needed for resolution.

+ Ensure investigator needs are explored prior to the implementation of new processes and procedures.

Essential Skills

+ Experience working in call center

+ Self-motivation with strong verbal skills.

+ Attention to detail and good organizational skills.

+ Ability to handle multiple tasks and distractions while maintaining a professional manner.

+ Team player with the ability to work independently.

+ Fluency in English, Portuguese.

Additional Skills & Qualifications

+ Experience in the pharmaceutical industry is an advantage.

+ Ability to work the 10 am - 7 pm EST shift.

Work Environment

This is a fully remote position with work hours from 10 am to 7 pm EST. A Saturday shift is required several times per year.

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Aug 4, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] (%[email protected]) for other accommodation options.