Customer Service II

Customer Service Representative Position Summary We are seeking a high-energy Customer Service Representative to join our clinical recruitment team. This role is ideal for a professional who excels in a fast-paced environment and possesses the "soft skills" necessary to de-escalate sensitive situations while maintaining high productivity. You will be the primary voice of our recruitment department, ensuring every caller receives a professional, empathetic, and efficient experience.

Key Responsibilities Call Management & De-escalation

• High-Volume Response: Monitor and address telephone calls through the clinical subject recruitment system, managing a quarterly volume of 4,000–5,000 calls.

• Conflict Resolution: Utilize professional de-escalation techniques to address caller concerns, ensuring a positive experience even during challenging interactions.

• Efficient Processing: Ensure a response to all inbound and outbound calls, emails, and text messages within a strict 24-hour window.

Subject Intake & Screening

• Initial Screening: Conduct pre-screening interviews using approved recruitment questionnaires to discuss medical histories and determine study eligibility.

• Orientation: Provide clear overviews of study objectives, including the length of the trial, outpatient visit requirements, and specific inclusion/exclusion criteria.

• Data Integrity: Assign subject numbers and enter accurate demographic and medical history information into the electronic sourcing system.

Operational Excellence

• Retention Support: Manage timeliness for follow-up calls, check-in reminders, and screening cancellations to keep study enrollment on track.

• Recruitment Strategy: Identify new strategies to recruit trial subjects based on previous database trends and enrollment needs.

Qualifications

• Experience: Proven experience in a high-volume call center environment is required.

• Education: Associate’s degree or higher.

• Communication Skills: Exceptional verbal communication skills with a demonstrated ability to remain calm and professional under pressure.

• Knowledge: Basic medical terminology is a significant plus, as you will be discussing medical histories and trial criteria daily.

• Reliability: Organizational skills and a commitment to meeting a 24-hour response time mandate for all messages.

salary: $17 - $22 per hour
shift: First
work hours: 8 AM - 5 PM
education: Bachelors

Responsibilities

• Monitors and addresses telephone calls through ACPRU clinical subject recruitment call system.
• Pre-screen potential subjects using approved recruitment questionnaire and discuss previous medical history per subject.
• Assigning subject number E-source including entering demographics and medical history information.
• Responsible for performing duties to ensure studies conducted at the ACPRU are filled with qualified clinical trial subjects.
• Responsible for timeliness of follow-up calls for each subject including overview of study objectives with inclusion/exclusion criteria, length of trial, number of outpatient visits, missed screening appointment, check-in reminders call, screening cancellations within 24 hours.
• Ensure response to and assignment of all inbound, outbound, email and text messages within 24 hours.
• Assist in identifying future ACPRU needs and identify new strategies to recruit trial subjects based on previous database use and trial enrollment.

SkillsCustomer
QualificationsYears of experience: 0 yearsExperience level: Experienced
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.