Customer Service Representative

Altasciences; Montreal (administrative region); Hybrid; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

Paid Vacation and Holidays

Employee Assistance & Telehealth

RRSP/401(k) with Employer Match

Free parking for employees

Job summary

Altasciences in Montreal, QC, is hiring a Customer Service Representative on-site to provide prospective participants with information about clinical trials and guide their initial screening. You will handle calls and online applications, schedule screenings, and maintain participant data with strict confidentiality.

Bilingual in French and English is required, with strong communication skills and a professional, welcoming demeanor.

Qualifications

• High School Diploma required; college degree preferred.
• Previous experience in customer service call center.
• Excellent communication in French and English.
• Knowledge of clinical research a plus.

Responsibilities

• Provide prospective participants with introductory information about clinical trials and organization.
• Answer questions and guide them through recruitment steps.
• Answer calls and internet applications from trial participants.
• Schedule screening and related clinical trial appointments.
• Update participant management software with demographics and medical history.
• Ensure confidentiality of participants and sponsors.
• Provide feedback on recurring issues to the team.

Skills

Customer service

Call center experience

Bilingual French/English

Education

High School Diploma

College degree

Job description

## Customer Service RepresentativeApply: On-site: Montreal, Quebec: Full time: Posted 2 Days Ago: R103141**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 assetAltasciences 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 AcadieAltasciences 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#LI-JG1