Representative

Employer Branding Job Description Template

Clario is a 50+ year old company that delivers industry leading clinical trial endpoint technology solutions. The future of clinical trials is vibrant, with new technologies revolutionizing what’s possible. From new trial modes to faster and integrated evidence and findings, our innovative clinical trial solutions mean we can unlock better evidence.

What we offer:

• Competitive compensation
• Private health insurance
• Engaging employee programs
• Flexible work schedules 
• Attractive PTO plan
• Flex workspace

Provide front-line support to customers via phone, fax or email for all assigned product lines (which may include all or some of the following: Cardiac Safety, Respiratory and/or ePRO).  Troubleshoot transmission or other equipment usage problems.  Handle re-supply and report requests in a timely and efficient manner.

What you'll be doing:

• Obtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours of the receipt of the call.

• Enter Data and maintain accurate and complete client, site and patient information in the database.

• Assist client with any problems with equipment, hook-up, or transmission.  Escalate unachievable issues to Supervisor/Manager/Project Manager.

• Report specific clinical irregularities to the Supervisor/Manager/Project Manager.

• Monitor fax failures and assure prompt delivery of information to the site.

• Assist in the resolution of queries and report requests for related products processed in the used clinical application/program.

• Report any malfunction of business related systems to Supervisor/Manager/IT.

• Maintain production metrics as defined by Customer Care Management.

• Receive phone calls, faxes, emails or other communications from clients requesting assistance.  Evaluate the situation and provide rapid resolution to the issue.

• Work closely with on-site and remote management by responding to and resolving customer inquiries and request for technical information. 

• Provide recommendations for service set-up, usage and troubleshooting. 

OTHER DUTIES AND RESPONSIBILITIES:

• Perform other job duties as trained and assigned. 

• Assume other job responsibilities as directed by the Supervisor or other Customer Care Management.

What we look for:

Education:

• College or high school degree (or equivalent) with at least 6 months call center/help desk experience preferred. Two years of IT help desk, other IT support experience preferred.

Experience:

• Available to work all shifts.

• Strong technical aptitude required.

• Demonstrate superior Customer Service skills; prior help desk experience strongly preferred.

• Multi-lingual skills are strongly preferred. English is mandatory and other preferred languages are Japanese, Spanish and French.

• Previous experience working with or knowledge of pharmaceutical, clinical or medical devices preferred.

• Must be able to work independently and demonstrate initiative in resolve issues.

• Exercise patience and display Customer Service skills in difficult situations and demonstrate the ability to diffuse potentially stressful situations for Clario clients.

• Effective written and verbal communication skills; able to speak well and represent Clario in a professional manner.

• Working knowledge of MS Office tools.

EEO Statement

Clario is an equal opportunity employer.  Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  Clario reserves the right to amend or change this job description to meet the needs of Clario.  This job description and any attachments do not constitute or represent a contract.

The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.