Customer Service Representative

  The Customer Service Representative plays a critical role in ensuring the highest standards of quality control in all interactions. This role requires the Representative to uphold rigorous quality assurance protocols, ensuring that all communications and processes are compliant with industry regulations and company standards. 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. Please note: This is a full-time, onsite position based at our Cleveland, OH facility. The schedule is Monday through Friday, 8:00 AM to 4:30 PM.   Essential Duties and Other Responsibilities Stay current on SOPs relevant to job duties Reviewing and QC’ing of critical documents. Identifying any errors and tracking those errors through resolution. 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: Double data entry/referee queue, ARUP excepts, Manual Sample Tracking List (STL) log, SharePoint trackers, etc. Requisition Testing for all US and EU facilities Answer internal and external email requests in a timely manner Generate and close queries, contact appropriate parties when queries are resolved, and providing a standardized quality check for Errors each day, Update and provide lab reports to clients, and work with projects managers accordingly to facilitate and resolve issues. 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.