Coordinator I, Helpdesk & Subject Calls

Advarra provides integrated solutions that safeguard trial participants, empower clinical sites, ensure compliance, and optimize research performance. Connecting the clinical research ecosystem, Advarra delivers solutions through a site-centric approach that unifies and accelerates the drug development lifecycle, making clinical trials safer, smarter, and faster.
General Summary
Promote client loyalty through excellent customer service and assistance with clinical research study activities. Work within a team on pooled work to meet service objectives and team goals. Identify and service the needs of customers through building rapport and resolving routine service questions.
Principal Duties & Responsibilities

• Additional duties as assigned by department management as required by the needs of the company
• Handle varying tasks on a routine basis while ensuring high company and industry standards
• Represents team as subject matter expert for department and corporate initiatives
• Processes CIRBI gatekeeper assignments and Account Profile assignments in an accurate and timely manner following company guidelines
• Follows up with customers within established expectations and timeline
• Ensures complete and accurate documentation of client and subject contacts and other activities in Advarra’s database
• Empathizes with the customer establishing expectations for resolution to his/her inquiry
• Handles changing priorities with flexibility and adaptability
• Executes procedures in compliance with internal quality standards and external regulations
• Provides coverage for team and acts as escalation point of contact for work product areas in the absence of the supervisor
• Performs data entry and administrative tasks to process time-sensitive documents requiring high accuracy, completeness, and adherence to strict guidelines
• Works collaboratively with other team members and others across departments to meet project and work deadlines. Provides on-the-job training to new staff
• Identifies customer issue or question, providing accurate and timely resolution
• Answers and addresses inquiries from Advarra clients (customer) in a courteous, timely and professional manner:
• Works with key members within department and across the company in providing customer focused resolution.

Job Requirement
Education

• Associate degree, or equivalent combination of education and experience

Experience

• 1+ years of administrative support experience (preferably in a regulated service industry)
• 1-3 years of customer service experience via phone and e-mail, business to business preferred

Knowledge, Skills, Abilities

• Ability to build rapport over the phone, being able to recommend and present solutions, and responding to customer concerns
• Thrive in a fast-paced, changing, time-sensitive environment
• Attention to detail in delivering high-quality, error-free work that is exact and complete
• Proficient navigation of a database
• Excellent customer service skills
• Effective written communication skills
• Identifying customer needs
• The ability to adapt to customer situations, providing solutions and follow-up within an established framework or policy
• Microsoft Word and Microsoft Excel

Physical And Mental Requirements

• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Position is primarily sedentary
• Sit or stand for extended periods of time at a stationary workstation
• Ability to learn and comprehend basic instructions
• Verbal communication ability; listening and understanding, responding and speaking
• Ability to perform light hand activity work at a computer/telephone station in an office environment
• Ability to focus and devote attention to tasks and responsibilities

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EEO Statement
Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. EEO/M/F/Disabled/Vets
Advarra employees must be fully vaccinated against COVID-19 as a condition of employment unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. This offer of employment is contingent on meeting these requirements and may be rescinded after 10 days if employee is not compliant or has not entered into the process to become compliant or request exemption. Employees must be either fully vaccinated or have received an approved exemption as of their first day of work. Requests for exemption should be coordinated through your recruiter.