Customer Care Associate (Full Time)

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

The Recruiting & Customer Care Associate serves as a primary point of contact for Tasteocracy participants while supporting participant recruitment and study fulfillment. This role provides responsive, friendly support across phone and digital communication channels, helps resolve participant questions and concerns, and assists participants throughout their research experience.

In addition to customer care, this position actively supports recruiting efforts by contacting potential participants, understanding study qualification requirements, identifying appropriate study opportunities, scheduling qualified participants, and helping the recruiting team prioritize studies with the greatest need.

Key Responsibilities:

Participant Customer Care

• Provide friendly, professional support through phone, email, SMS, live chat, and social messaging.
• Work toward resolving participant questions or concerns during the first interaction whenever possible.
• Respond to participant inquiries in a timely manner and ensure questions or concerns are followed through to resolution.
• Provide clear and accurate information while creating a welcoming, positive participant experience.
• Recognize when an inquiry requires additional support and appropriately escalate it to the recruiting management team.

Recruiting & Scheduling

• Understand active study requirements, qualification criteria, quotas, scheduling needs, and logistical information.
• Conduct outbound recruiting using internal participant lists and external potential-participant lists.
• Identify appropriate study opportunities for participants based on current recruiting priorities.
• Confirm participants meet applicable qualification requirements before scheduling.
• Maintain awareness of studies with the greatest recruiting needs and appropriately direct interested participants toward available opportunities.
• Support host communication and other recruiting activities as needed.

Participant Database & Administrative Support

• Maintain accurate and up-to-date participant information.
• Proactively update participant records during customer interactions when appropriate.
• Complete assigned recurring database maintenance and data-cleaning projects.
• Support participant communications related to database maintenance and research projects.
• Complete special administrative projects supporting the recruiting department as needed.

Performance, Training & Development

• Meet established phone and digital-channel performance expectations, including applicable handle time, response time and utilization metrics.
• Meet established productivity and billability expectations.
• Participate in required departmental training.
• Demonstrate an understanding of recruiting procedures, customer care expectations, and study-related processes.

Qualifications

• High School diploma or GED equivalent certificate required.  Associate degree strongly preferred. 
• Excellent written and verbal communication skills.
• Strong customer service and relationship-building skills.
• Comfortable communicating across phone and digital channels.
• Strong attention to detail and commitment to data accuracy.
• Ability to learn and consistently apply study-specific qualification criteria.
• Strong problem-solving skills and sound judgment.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable conducting outbound recruiting calls.
• Proactive, dependable, collaborative, and adaptable.
• Strong computer skills and ability to learn multiple technology platforms.

Additional Information

Schedule

• Full- Time position, between 35 to 40 hours per week.
• Shifts may vary between 9:00 AM and 9:00 PM Central Time.
• Most shifts are Monday through Friday, with a rotating Saturday and/or Sunday approximately every 3-4 weeks.
• When scheduled on Saturday and/or Sunday, an alternate weekday off will be provided Tuesday through Friday.

 Candidates currently living within a commutable distance to Plymouth, MN are encouraged to apply.

What we offer:

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins USA Food Testing is a Disabled and Veteran Equal Employment Opportunity employer.