Customer Service Representative

Altasciences · Montréal

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About The Role

The Customer Service Representative provides prospective participants with preliminary clinical trial information and details about the organization. This role is responsible for conducting pre‑screening activities to assess initial eligibility for clinical trial participation. The Customer Service Representative ensures that all tasks are performed in accordance with study protocols, Good Clinical Practices (GCP), and Standard Operating Procedures (SOPs).

What You'll Do Here

• Provide prospective participants with introductory information about clinical trials, including study expectations, visit requirements, and organizational details.

• Answer questions from participants and guide them through the initial steps of the recruitment process.

• Answer in-coming calls and internet applications/web submission forms from clinical trial participants

• Contact past/potential participants to provide upcoming clinical trial information and determine eligibility.

• Maintain a professional and welcoming demeanor to support a positive participant experience.

• Schedule screening and/or other clinical trial related appointments.

• Update participant management software with participant information (ex. demographics and medical history).

• Ensure the confidentiality of clinical trial participants and sponsors is respected.

• May confirm participant statuses or results.

• Ensure timely communication of any issues/questions to the appropriate department throughout participation in studies.

• Proactively communicate issues and/or problem resolutions to departmental supervisors and managers.

• Identify recurring eligibility challenges or frequently asked questions and provide feedback to the team.

What You'll Need to Succeed

• High School Diploma required; college degree and related work experience preferred.

• Previous experience in customer service call center

• Excellent communication French and English

• Knowledge of clinical research and medical terms an asset

Altasciences strives to provide a French working environment for its employees in Quebec. Although as part of its francization program has taken all reasonable steps to avoid imposing the above-mentioned requirement. Fluency in English is an essential requirement for the position of Customer Service Representative including, but not limited to, for the following reasons:

• The requirement to have study protocols, designs and clinical research documents written and documented in English as required by industry regulatory agencies.

What We Offer

• Schedules are in these time slots : Monday to Friday from12PM to 8PM, Saturday and/or Sunday from 9AM to 5PM.

• On-site at our Montreal location (1100 av. Beaumont)

• Free-parking for employees

• In front of Métro Acadie

Altasciences offers a wide variety of benefits to help our employees live healthy and fulfilling lives both at and outside of work.

Altasciences' Benefits Package Includes:

• Health/Dental/Vision Insurance Plans

• 401(k)/RRSP with Employer Match

• Paid Vacation and Holidays

• Paid Sick and Bereavement Leave

• Employee Assistance & Telehealth Programs

Altasciences' Incentive Programs Include:

• Training & Development Programs

• Employee Referral Bonus Program

• Annual Performance Review 

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