Job Title: Customer Service Representative II

Job Description

If you are looking for an opportunity to make a meaningful impact in healthcare and have a passion for communication and support, consider joining us as an Investigator Support Coordinator. In this role, you will be responsible for supporting investigative sites through effective communication, managing telephone contact, and resolving accession holds. Your work will involve collaborating with project management and data revision personnel to ensure smooth operations.

Responsibilities

Notify investigator sites, sponsors, and affiliates of laboratory results, sponsor-determined flags, and test cancellations as defined in the Statement of Work (SOW).Monitor, track, and resolve accession holds, informing the appropriate personnel and Project Manager of any delays.Update the database with relevant 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 (SOP).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 and escalate to management when appropriate resolution is incomplete.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 a top priority and address patient safety issues promptly, escalating as needed for resolution.Ensure investigator needs are explored prior to implementing new processes and procedures.

Essential Skills

Customer service skillsSelf-motivation with strong verbal skillsAttention to detail and good organizational skillsAbility to handle multiple tasks and distractions while maintaining a professional mannerAdaptability skillsProblem-solving skillsTeam player with the ability to work independentlyFluency in English and Spanish

Additional Skills & Qualifications

Experience in the pharmaceutical industry is an advantageMust have experience with Microsoft Word, Teams, and OutlookAbility to work 10am - 7pm EST shiftAbility to work one Saturday a monthStrong job tenure, with at least 1 year in each role, and no more than 3 jobs in 5 years

Work Environment

This is a fully remote position with work hours from 10am to 7pm EST. A Saturday shift is required several times per year.

Job Type & Location

This is a Contract to Hire position based out of Indianapolis, IN.

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job\n classification and length of employment. Benefits are subject to change and may be\n subject to specific elections, plan, or program terms. If eligible, the benefits\n available for this temporary role may include the following:\n\n • Medical, dental & vision\n • Critical Illness, Accident, and Hospital\n • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available\n • Life Insurance (Voluntary Life & AD&D for the employee and dependents)\n • Short and long-term disability\n • Health Spending Account (HSA)\n • Transportation benefits\n • Employee Assistance Program\n • 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 15, 2025.

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\n\nAbout Aston Carter:\n

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.

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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.

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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 astoncarteraccommodation@astoncarter.com for other accommodation options.

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