Customer Experience Representative

What You'll Be Working On (Duties include but not limited to):

• Manage Inbound Calls – Handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly.
• Provide Participant Support: Assist participants by answering questions, providing information, and resolving concerns related to clinical trials and other services offered by Care Access.
• Routing Calls: Efficiently route calls to the appropriate departments
• Documentation: Accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow-up.
• Collaboration: Work closely with other team members and departments to ensure a unified and efficient approach to participant experience.

Physical and Travel Requirements

• This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.

What You Bring (Knowledge, Skills, and Abilities):

• Communication Skills: Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
• Customer Service Orientation: Strong ability to manage participant relationships, with a focus on delivering a positive and supportive experience.
• Technical Proficiency: Experience using call center software, CRM systems, and ticketing tools. Familiarity with communication tools like Slack/TEAMS is preferred.
• Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
• Problem-Solving: Ability to think quickly and effectively manage challenging situations while maintaining composure.

Certifications/Licenses, Education, and Experience:

• Education: Minimum of a high school diploma or GED required.
• Experience: 2-5 years of call center experience preferred, especially in a healthcare or clinical research setting.
• Technical Skills: Proficiency in using call center software, CRM systems, and ticketing tools is required.

Benefits (US Full-Time Employees Only)

• Paid Time Off (PTO) and Company Paid Holidays
• 100% Employer paid medical, dental, and vision insurance plan options
• Health Savings Account and Flexible Spending Accounts
• Bi-weekly HSA employer contribution
• Company paid Short-Term Disability and Long-Term Disability
• 401(k) Retirement Plan, with Company Match