Customer Service Rep. II
Job Title: Customer Service Representative II
Job Description
If you are looking for a company where you can 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 role involves communication and support for investigative sites, managing telephone contact, and resolving accession holds by collaborating with project management and data revision personnel.
Responsibilities
- Notify investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work.
- Monitor, track, and resolve accession holds, informing project managers 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.
- 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, resolving and escalating to management when appropriate.
- 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 and promptly address any issues.
- Ensure investigator needs are explored before implementing new processes and procedures.
Essential Skills
- Customer service skills
- Self-motivation with strong verbal skills
- Attention to detail and good organizational skills
- Ability to handle multiple tasks and distractions professionally
- Adaptability
- Problem-solving skills
- Team player with the ability to work independently
- Fluency in English and Spanish
Additional Skills & Qualifications
- Experience in the pharmaceutical industry is an advantage
- Ability to work 10am - 7pm EST shift
- Ability to work one Saturday a month
Work Environment
This is a fully remote position with a requirement to work a Saturday shift several times per year. Work hours are from 10am to 7pm EST. Job Type & Location This is a contract position. Job Type & Location This is a Contract position based out of Indianapolis, IN. 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 Dec 12, 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] for other accommodation options. Apply tot his job Apply To this Job