ICF
Customer Service Representative (Biomedical Library) / On-Call - Remote
ICF, Bethesda, Maryland, us, 20811
Description
Summary
We are looking for a customer service representative (CSR) to join our team and provide user support for NIH’s Common Data Elements (CDE) Repository, a platform that facilitates the discovery and reuse of common data elements across biomedical research studies. The CSR will ensure excellent customer service standards, respond efficiently to user inquiries, and maintain high user satisfaction and support. This position will support a contract with the National Library of Medicine, the world's largest biomedical library.
Responsibilities
Assist users in navigating the CDE Repository, including submission of new CDE collections.
Assist users to register and maintain user accounts
Answer questions from users and stakeholders about CDE, Forms and the repository.
Contribute to training material development and updating for CDE users and maintain CDE user guides
Provide feedback and test new features and functionality of the platform, such as classification of CDEs using terminology concepts, concept-based browsing, identification and cleanup of duplicate CDEs, and automation of data submission, QA, and curation processes.
Provide actionable feedback to submitters
Adhere and contribute to standard operating procedures.
Communicate effectively with internal and external stakeholders, including project managers, developers, curators, submitters, and end users.
Minimum 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
Ability to obtain and maintain a Public Trust clearance
Customer-focused orientation toward 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.
Professional 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 independently and collaboratively.
Working at ICF
ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more here: Requesting an Accommodation for the ICF interview process (http://careers.icf.com/us/en/accommodations) .
Read more about workplace discrimination rights , the Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. (https://www.icf.com/legal/equal-employment-opportunity)
Pay Range
- There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$36,926.00 - $62,774.00
Maryland Remote Office (MD99)
Summary
We are looking for a customer service representative (CSR) to join our team and provide user support for NIH’s Common Data Elements (CDE) Repository, a platform that facilitates the discovery and reuse of common data elements across biomedical research studies. The CSR will ensure excellent customer service standards, respond efficiently to user inquiries, and maintain high user satisfaction and support. This position will support a contract with the National Library of Medicine, the world's largest biomedical library.
Responsibilities
Assist users in navigating the CDE Repository, including submission of new CDE collections.
Assist users to register and maintain user accounts
Answer questions from users and stakeholders about CDE, Forms and the repository.
Contribute to training material development and updating for CDE users and maintain CDE user guides
Provide feedback and test new features and functionality of the platform, such as classification of CDEs using terminology concepts, concept-based browsing, identification and cleanup of duplicate CDEs, and automation of data submission, QA, and curation processes.
Provide actionable feedback to submitters
Adhere and contribute to standard operating procedures.
Communicate effectively with internal and external stakeholders, including project managers, developers, curators, submitters, and end users.
Minimum 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
Ability to obtain and maintain a Public Trust clearance
Customer-focused orientation toward 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.
Professional 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 independently and collaboratively.
Working at ICF
ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more here: Requesting an Accommodation for the ICF interview process (http://careers.icf.com/us/en/accommodations) .
Read more about workplace discrimination rights , the Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. (https://www.icf.com/legal/equal-employment-opportunity)
Pay Range
- There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$36,926.00 - $62,774.00
Maryland Remote Office (MD99)