Customer Service Rep

Overview

Make a real impact on people’s lives as an Investigator Support Coordinator with a global leader in the life sciences industry. Be a vital part of a team that delivers answers to crucial health questions, providing insights and accelerating innovations that empower patients and providers. This is your opportunity to join a collaborative, learning-based culture and contribute to meaningful advancements in healthcare.
As an Investigator Support Coordinator, you will be the vital link between investigative sites, sponsors, and internal teams. You will play a critical role in ensuring the smooth execution of clinical trials by providing exceptional support, resolving critical issues, and facilitating seamless communication. Your meticulous attention to detail and proactive problem-solving will directly impact the success of groundbreaking research and ultimately improve patient lives.

In this dynamic role, you will:

• Notify investigator sites, sponsors, and affiliates of laboratory results, flags, and test cancellations.
• Monitor, track, and resolve accession holds, keeping the Supervisor and Project Manager informed of any delays.
• Update the database with critical information and communicate additional testing needs.
• Provide comprehensive support to sites and sponsors, answering project-related questions via phone and email.
• Adhere to management communications, meetings, and Standard Operating Procedures (SOPs).
• Assist in implementing global processes and procedures.
• Track and report key metrics within designated timelines.
• Document and resolve service failures, escalating to management when necessary.
• Act as a liaison for both internal and external clients.
• Advocate for investigator site needs during discussions of new policies or procedures.
• Prioritize patient safety, promptly addressing and escalating any related issues.
• Ensure investigator needs are considered before implementing new processes and procedures.

Must-Have Qualifications:

• High school diploma with 2 years of customer service experience over the phone.
• Excellent communication, critical thinking, and analytical skills.
• Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
• Adaptability, problem-solving skills, and a collaborative team-player mindset.
• Fluency in English + Portuguese and/or Spanish.

Nice-to-Have Qualifications:

• Experience in the pharmaceutical industry.
• Associate’s or Bachelor’s degree.

The target hiring compensation range for this role is $18 to $20 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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