Customer Care Specialist

Customer Care Specialist

Lab Connect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world. We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions.

The Customer Care Specialist serves as a key point of contact between clinical trial stakeholders, including clients, clinical sites, internal teams, and external partners. This role is responsible for delivering exceptional customer service by managing all inbound communications, responding to inquiries, coordinating operational requests, and ensuring accurate, timely, and professional communication throughout the clinical trial lifecycle.

Essential Duties and Responsibilities

• Serve as the primary point of contact for all inbound company communications, including phone calls, emails, and live chat inquiries, ensuring timely, professional, and accurate responses.
• Manage the company's main phone line, acting as the initial contact for all inbound calls by answering promptly, assessing caller needs, and efficiently routing inquiries to the appropriate internal departments, teams, or individuals.
• Ensure accurate call triage, routing, escalation, and follow-up, supporting business continuity and minimizing wait times, misdirected inquiries, and service delays.
• Monitor and manage multiple communication channels simultaneously (phone, email, and live chat) while maintaining service quality, professionalism, and responsiveness.
• Provide first-level support and general information to internal and external stakeholders when appropriate, resolving inquiries directly whenever possible.
• Serve as a primary customer care contact for clinical investigators, site staff, laboratories, and internal stakeholders regarding clinical trial–related inquiries.
• Generate, manage, and track Lab Report Access Forms for individuals requesting access to laboratory reports.
• Complete and submit Work Order Requests to the Clinical Trial Materials department as requested.
• Investigate customer inquiries thoroughly and either resolve them directly or coordinate resolution by routing requests to the appropriate internal departments.
• Manage portal user account access, including the creation, modification, and deactivation of user credentials in applicable systems.
• Maintain accurate and complete documentation of all calls, emails, chat interactions, and actions taken, in compliance with company procedures, quality standards, and regulatory requirements.
• Adhere to applicable SOPs, quality standards, and regulatory guidelines governing clinical trials and laboratory operations.
• Other duties as assigned.

Education and Experience

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous experience in Sample Tracking or Logistics preferred.
• Previous experience in customer service, clinical research, healthcare, or laboratory support strongly preferred.

Skills and Ability

• Demonstrated ability to manage high volumes of inquiries across multiple communication channels in a fast-paced environment.
• Strong verbal and written communication skills.
• Proficiency with computer systems, web-based portals, and standard office software.
• High attention to detail with a strong commitment to accuracy, compliance, and confidentiality.
• Strong problem-solving, organizational, and time-management skills.

Supervisory Responsibilities:

None

Physical Demands:

While performing the duties of this job, the occupant is regularly required to:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged use of computer and headphones for conference calls.
• Communicate effectively via phone, video,…