Customer Service Representative

Your New Company!
At Altasciences we all move in unison to assist and work in the discovery, development, and manufacturing of new drug therapies to get them faster to people who need them. No matter your role, we all play an important part and you will have a significant impact on the health and well-being of people across the globe. By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, we look to foster a passionate and collaborative work environment and we are looking for talented and enthusiastic people, like you, to join our growing team! Whether you’re a recent college graduate or seeking your next career opportunity, it’s time to discover your future at Altasciences.

We are better together and together We Are Altasciences.

About the role
The Customer Service Representative will provide volunteers with preliminary clinical trial information and company details as well as pre-screen volunteers to determine eligibility for clinical trial screening. The Customer Service Representative will ensure all tasks performed are executed in compliance with study protocol, Good Clinical Practices (GCP) and Standard Operating Procedures (SOP)s.

What you'll do here

• Ensure the confidentiality of clinical trial participants and sponsors is respected.
• Maintain and advocate a high level of customer service and quality within the department.
• Review and understand all assigned actively enrolling studies.
• Answer incoming calls and internet applications/web-submission forms from clinical trial participants.
• Contact past/potential participants to provide upcoming clinical trial information and determine eligibility.
• Schedule screening and/or other clinical trial related appointments.
• Update participant management software with volunteer demographics and medical history.
• May confirm participant statuses and prepare/send check-in lists for clinical operations teams.
• Strive to achieve study recruitment targets and departmental objectives.
• Proactively communicate issues and/or problem resolutions to departmental supervisors and managers.

What you'll need to succeed

• High School Diploma required; college degree and related work experience preferred.
• Previous experience in customer service call center
• Excellent communication in French and English
• Knowledge of clinical research and medical terms an asset

What we offer

• No sales or solicitation to be done;
• Variable and flexible schedule: you must be available a minimum of 25 hours per week; including weekends;
• Schedules are in these time slots: Monday to Friday between 12:00pm and 8:00 pm, Saturday from 9:00 am to 5:00 pm and also Sunday from 10:00 am to 5:00pm;
• No telework, need to be present at the Montreal office.

Altasciences’ Incentive Programs Include:

• Training & Development Programs
• Employee Referral Bonus Program
• Annual Performance Reviews

MOVING IN UNISON TO DELIVER A BIG IMPACT WITH A PERSONAL TOUCH
Altasciences is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability or any other protected grounds under applicable legislation. Reasonable accommodations for persons with disabilities during the recruitment process are available upon request. Join us at Altasciences!