[Remote] Customer Service Rep. II

Note: The job is a remote job and is open to candidates in USA. Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. They are seeking a Customer Service Representative II to support investigative sites, manage telephone contact, and resolve 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 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 • Experience in the pharmaceutical industry is an advantage • Ability to work 10am - 7pm EST shift • Ability to work one Saturday a month Benefits • 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) Company Overview • Aston Carter is a staffing and recruiting company providing risk and compliance services. It was founded in 1997, and is headquartered in London, England, GBR, with a workforce of 1001-5000 employees. Its website is Apply tot his job