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Associate Client Services Rep

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Primary Location: Bethlehem, Pennsylvania, United States Full time R1241367

Job description

Purpose:

The Customer Care Representative, is responsible for providing proactive Helpdesk support to investigator sites, monitors and IVR companies. This includes intensive data analysis and research within the IRT system, resolving 1st and 2nd level issues and escalating issues that are beyond those levesl. Assist in the set up and maintenance processes of CIRT, and the creation, compilation and distribution of site documentation. Provide administrative assistance to the CIRT/Logistics project management team as time allows.

Responsibilities:

  • Receipt of Helpdesk calls from investigator sites, recording of the issues and resolution of the issue through use of the Admin console
  • Receipt of calls from IVR companies to provide order-tracking information, and to resolve problems encountered after an order is received
  • Resolving 1st level calls for all global locations
  • Escalating calls appropriately when required
  • Monitors the CIRT Admin Console for error messages generated by transaction processes, as well as monitoring the faces in and out for error messages
  • Assessment of the error messages and transaction failures to decide what action needs to be taken
  • Calling investigators sites and monitors to resolves issues resulting from transaction failures
  • Calling investigator sites and internal clients to resolve issues resulting from Helpdesk calls
  • Participation in cross-functional business process improvement activities as required; implementation of new work practices with the team
  • Management of site information - updating and cleaning of study site data at start and throughout a study
  • Provide administrative support to the CIRT and Logistics project management teams when Helpdesk workload permits

Education & Experience:

  • High School Diploma or equivalent
  • Helpdesk experience; preferably IT or experience in handling complaints
  • Experience working in a customer facing/customer focused environment

Skills & Competencies:

  • Responsive to internal and external customer needs while maintaining a strong level of customer service
  • Ability to multi-task and manage time appropriately, ensuring all deadlines are met
  • Demonstrate effective teamwork, working with and supporting colleagues
  • Ability to handle situations tactfully; stop to think before reaction
  • Ability to confront and resolve problems without damaging relationships
  • Proficient in Computer Skills
  • Strong verbal and written communication skills, both face to face and over the phone
  • Ability to learn and retain complex information and processes
  • Strong sense of urgency to provide high quality customer service

Additional Information:

  • 1st Shift - 8:00 A.M. - 5:00 P.M.
  • Monday - Friday

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

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