Customer Care Specialist

Customer Care Specialist

LabConnect 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 trialrelated 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, email and chat.
• Use hands and fingers to operate a computer and other office equipment.

Travel Requirements: Minimal

One Global Team

At LabConnect, we are proud to be one global team: united by our shared mission to advance clinical trials through innovation, agility, and collaboration. We believe that our people are our greatest asset, and we are committed to fostering a workplace that reflects our core values: People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

LabConnect is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), creed, national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to cultivating a workplace that is safe, equitable, and respectful for all. Together, as one global team, we strive to ensure that every individual has the opportunity to thrive and contribute to our shared success.

Join our team and discover how your work can impact patients' lives around the world!

Some of the Perks our LabConnectors Love:

• Financial Security (Base Pay, 401k Match and Possible Annual Bonus Eligibility)
• Health Benefits beginning on date of hire
• PTO plan, plus 11 Paid Company Holidays, and 1 Day to Volunteer in your community
• Short and Long-Term Disability, Life Insurance, and AD&D
• We celebrate our differences, which enriches our culture!

In addition to great perks and challenging work assignments, we invest in our people with career growth opportunities, globally. We believe in a friendly and collaborative environment with open lines of communication. While living out our values of People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.