Coordinator I, Help Desk

Company Information 

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture  

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary  

Promote client loyalty through excellent customer service and assistance with clinical research study activities. Work within a team on pooled work to meet service objectives and team goals.  Identify and service the needs of customers through building rapport and resolving routine service questions.

Job Duties & Responsibilities 

• Answers and addresses inquiries from Advarra clients via Zendesk and incoming phone calls in a courteous, timely and professional manner:
• Identifies customer issue or question, providing accurate and timely resolution.
• Empathizes with the customer establishing expectations for resolution to his/her inquiry.
• Works with key members within department and across the company in providing customer focused resolution.
• Follows up with customers within established expectations and timeline.
• Performs data entry and administrative tasks to process time-sensitive documents requiring high accuracy, completeness, and adherence to strict guidelines.
• Processes CIRBI Gatekeeper assignments and Account Profile assignments in an accurate and timely manner following company guidelines.
• Handle varying tasks on a routine basis while ensuring high company and industry standards.
• Executes procedures in compliance with internal quality standards and external regulations.
• Handles changing priorities with flexibility and adaptability.
• Works collaboratively with other team members and others across departments to meet project and work deadlines.
• Additional duties as assigned by department management as required by the needs of the company.

Location

This role is open to candidates working remotely in the United States.

Basic Qualifications  

• Associate degree, or equivalent combination of education and experience
• 1+ years of customer service experience via phone and e-mail, business to business
• 1+ years of administrative support experience in a regulated service industry
• Effective written communication skills
• Excellent customer service skills
• Attention to detail in delivering high-quality, error-free work that is exact and complete
• Ability to proficiently navigate a database
• Experience using both Microsoft Word and Excel
• The ability to adapt to customer situations, providing solutions and follow-up within an established framework or policy
• Ability to identify customer needs
• Ability to build rapport over the phone, being able to recommend and present solutions, and respond to customer concerns
• Thrive in a fast-paced, ever changing, time-sensitive environment

Physical and Mental Requirements 

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other status or characteristic protected by federal, state, or local law.

Pay Transparency Statement

The base salary range for this role is $50,000 - $66,974. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.