The USC Keck School of Medicine - Alzheimer's Therapeutic Research Institute (ATRI), located in San Diego, California is an academic institute comprised of scientific collaborators committed to advancing the development of new treatments for Alzheimer's disease through innovative clinical trials.

The Call Center Customer Service Representative will work closely with the team to provide outstanding service to potential trial participants, by making and receiving calls responding to customer inquiries in a compassionate, quick and courteous manner, and follow up with them on trial related topics. They will listen to clients to understand the reason for the call, address all questions or issues, and provide an accurate and efficient response.

The incumbent will need to be customer-focused, detail oriented, and possess excellent communication and people skills. They must be able to think critically and work efficiently within a team environment. They must be able to triage any issues that may arise and notify appropriate units to resolve them.

Prior comparable experience that relates to the following position goals is highly desired:

• Work within a customer facing role.
• Maintain and document inquiry records.
• Experience handling protected Personal Identifiable Information (PII) .

Essential skills and abilities:

• Ability to manage considerable amounts of calls, both incoming and outgoing, as needed.
• Handle client inquiries, provide appropriate solutions and alternatives to ensure resolution; follow up with clients when needed.
• Keep records of client interactions, maintain client accounts and capture data for every client interaction.
• Adhere to a high standard of professional conduct and possess a positive image when interacting with others and maintain a professional phone presence.
• Knowledge and capacity to work effectively with people from diverse professional, cultural, educational, economical, and social backgrounds.
• Patience, care, desire to build customer loyalty, and superb active listening skills.
• Ability to follow detailed instructions.
• Excellent interpersonal skills, as well as verbal and written communication skills.
• Demonstrate flexible and creative problem-solving skills and critical thinking.

Minimum Education:

High School or bachelor's degree

Combined experience/education in lieu of minimum education will be considered.

Minimum Experience: 1 year

Must maintain certification and knowledge of the Protection of Personal Identifiable Information (PII) Human Subjects Protection (HSP), and Good Clinical Practice (GCP)

Bi-lingual in Spanish/English is preferred.

Location: San Diego, CA

The hourly rate range for this position is $20.55 - $26.14. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Minimum Education: High school or equivalent Minimum Experience: 1 year Minimum Field of Expertise: Experience working in a call center or customer service department in a busy environment. Demonstrated interpersonal skills. Basic knowledge of compliance issues in area of specialty. Ability to multi-task. Knowledge of terminology in area of specialty. Excellent verbal and written communication skills.