Customer Service Representative

August 21

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Together we make breakthroughs possible. Because what is known must be shared. #EngagedLibraries

Information Technology and Libraries

1001 - 5000

Description

• 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

• 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.

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