[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 proceduresSkills• 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 monthBenefits• 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