Customer Care Associate

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations.

It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in‑vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

Pay Rate:$19.00/Hr.

The Recruiting & Customer Care Associate serves as a primary point of contact for Tasteocracy participants while supporting participant recruitment and study fulfillment. This role provides responsive, friendly support across phone and digital communication channels, helps resolve participant questions and concerns, and assists participants throughout their research experience.

In addition to customer care, this position actively supports recruiting efforts by contacting potential participants, understanding study qualification requirements, identifying appropriate study opportunities, scheduling qualified participants, and helping the recruiting team prioritize studies with the greatest need.

Key Responsibilities:

Participant Customer Care

• Provide friendly, professional support through phone, email, SMS, live chat, and social messaging.
• Work toward resolving participant questions or concerns during the first interaction whenever possible.
• Respond to participant inquiries in a timely manner and ensure questions or concerns are followed through to resolution.
• Provide clear and accurate information while creating a welcoming, positive participant experience.
• Recognize when an inquiry requires additional support and appropriately escal...
• Understand active study requirements, qualification criteria, quotas, scheduling needs, and logistical information.
• Conduct outbound recruiting using internal participant lists and external potential-participant lists.
• Identify appropriate study opportunities for participants based on current recruiting priorities.
• Confirm participants meet applicable qualification requirements before scheduling.
• Maintain awareness of studies with the greatest recruiting needs and appropriately direct interested participants toward available opportunities.
• Support host communication and other recruiting activities as needed.

Participant Database & Administrative Support

• Maintain accurate and up-to-date participant information.
• Proactively update participant records during customer interactions when appropriate.
• Complete assigned recurring database maintenance…