Customer Service Representative

3 weeks ago

Bethesda, United States Library Systems & Services Full time
Job DescriptionJob Description

LAC Federal is looking for a dedicated Customer Service Representative (CSR) to join our team and provide comprehensive user support for a Common Data Elements (CDE) Repository. This platform plays a crucial role in facilitating the discovery and reuse of common data elements across biomedical research studies. The CSR will ensure high standards of customer service, respond promptly and efficiently to user inquiries, and maintain a strong focus on user satisfaction. This role will support a contract with a prominent biomedical library.

RESPONSIBILITIES:

  • Assist users in navigating the CDE Repository, including the submission of new CDE collections.
  • Help users with registration and maintenance of user accounts.
  • Respond to questions from users and stakeholders regarding CDE, forms, and repository functionalities.
  • Contribute to the development and updating of training materials for CDE users and maintain CDE user guides.
  • Provide feedback and test new features and functionalities of the platform, such as the classification of CDEs using terminology concepts, concept-based browsing, identification and cleanup of duplicate CDEs, and automation of data submission, QA, and curation processes.
  • Offer actionable feedback to submitters to improve the quality of their submissions.
  • Adhere to and contribute to the development of standard operating procedures (SOPs).
  • Communicate effectively with internal and external stakeholders, including project managers, developers, curators, submitters, and end users.

Requirements

MANDATORY QUALIFICATIONS:

  • Bachelor's degree in a relevant field, such as information science, computer science, biomedical informatics, or health sciences.
  • 3+ years of experience in customer service or quality assurance roles.
  • Ability to obtain and maintain a Public Trust clearance.
  • Strong customer-focused orientation, including skills in active listening, empathy, conflict resolution, and problem-solving.
  • Knowledge of common data elements, metadata standards, controlled vocabularies, and data management practices in biomedical research.
  • Proficiency in using web-based platforms and tools, such as content management systems, data submission forms, data validation tools, and user feedback mechanisms.

PREFERRED QUALIFICATIONS:

  • Excellent oral and written communication skills, with the ability to explain complex concepts and processes in clear and concise terms.
  • Strong attention to detail, problem-solving skills, and ability to work both independently and collaboratively.
  • A proactive approach to identifying and addressing issues and a commitment to continuous improvement.

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Wellness Resources

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