Customer Care Specialist

Job Summary
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 trial–related 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.

This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.