The Jackson Laboratory

Customer Service Rep I

Job Locations US-CA-Sacramento
Posted Date 1 month ago(3/6/2020 7:07 AM)
Job ID
2020-27641
Category
Marketing, Customer Support and Business Development

Summary

The Jackson Laboratory currently has full time opportunities in their Customer Service Department for Customer Service Representatives for our Sacramento, CA facility! This role serves as the customer advocate while providing exceptional support service by timely responding to communications from customers concerning orders, product availability and relaying prices of JAX® Mice and related products as well as accurately entering orders into our order processing system. Requirements also include outbound calling initiatives and efficiently resolving customer concerns and demonstration of excellent problem solving skills.  
 
Candidates must be self-starters with a high level of initiative with the ability to multi-task effectively.  They must have strong interpersonal and teamwork skills with a positive “can do” attitude and customer-centric outlook.
 
The standard work schedule for this position will be scheduled for 40 hours, Monday through Friday, between the core hours of 8am-5pm.

Responsibilities

  • Within a fast moving, multi-channel contact center, represent the Jackson Laboratory by providing world class customer service through guided order placement and inquiry resolution. Superior listening, communication and problem solving skills are required as customers are coached toward placing orders which best meet their needs in terms of products, services and overall logistic requirements.
  • Bring attention to detail to this complex, business to business service role. As this is a clinical customer service environment, accuracy and full completion of all inquiries of orders is essential.
  • Exhibit facility with Customer Record Management Systems and other customer supporting software. Capacity to fluidly access multiple systems concurrently is needed.
  • Demonstrate excellent written and oral communication skills. We serve the health science community so clarity, professional courtesy and tact are paramount.
  • Exhibit disciplined time management skills as work is allocated and scheduled dependent upon very high customer turn around expectations. 
  • As this is a multi-channel environment where customers contact The Jackson Laboratory though telephone inquiries, email and direct CRM/Salesforce contact, the ability to manage priorities, being self-directed and agile is required.
  • Remain current in all of JAX Mice Policies and Procedures. Full participation on all aspects of training is an ongoing expectation.
  • Be a voice of the Customer.  Take responsibility for informing department leadership, internal stakeholders and customer service colleagues of customer feedback and requirements. Utilize judgment in determining propriety and the most effective method when doing so.

Qualifications

  • 3+ years of experience working in a customer support function, call center environment or comparable experience.
  • Demonstrated ability to deliver high quality internal/external customer support in a business to business service or business to consumer service environment.
  • Proven capacity to process complex information, apply strong analytical skills to multi layered situations and generate accurate reposes as a result.
  • Excellent oral and written communication skills.
  • Strong proficiency in MS Office applications and technologies typically used in contact center environments
  • Strong organizational abilities and follow-through skills. Effective priority and time management is essential.
  • Proven ability to work collaboratively with others to achieve desired business results.
  • Demonstrate a commitment to continuous learning and professional development

Please submit a cover letter of interest and resume!

About Us

The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research institution with more than 2,300 employees. Headquartered in Bar Harbor, Maine, it has a National Cancer Institute-designated Cancer Center in Augusta, Maine, a genomic medicine institute in Farmington, Connecticut, and facilities in Ellsworth, Maine, Sacramento, California, and Shanghai, China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

 

The JAX® Mice, Clinical and Research Services facility is located in Sacramento, the state capital of California.  Sacramento is less than a two-hour drive from San Francisco, Napa Valley, and scenic Lake Tahoe, and a short flight to both Los Angeles and Orange County.  Sacramento is the birthplace of the nation’s Farm to Fork movement, and offers excellent restaurants, gastro-pubs, wineries, theaters, and museums.  Outdoor activities are plentiful: Boating, white water rafting, and riding the scenic bicycle trails are popular.  Housing and other costs of living are more affordable in Sacramento and its surrounding suburbs than in most other neighboring areas in the North Bay, making Sacramento one of the hottest housing markets in the country year after year.

 

JAX employees work in a collaborative, value-driven, and team-based environment where the focus is on advancing science and improving patients’ lives. Researchers apply genetics to increase the understanding of human disease and advance treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. JAX was voted among the top 15 “Best Places to Work in Academia” in the United States in a poll conducted by The Scientist magazine!

 

Our Values:

INTEGRITY - Courage and commitment to do what is right

PEOPLE - Inspiring our people to enhance the health of all

ONE TEAM - Unified by our promise to transform medicine and science

EXCELLENCE - Achieving world-class results

INNOVATION - Leading with discovery and creative solutions

STEWARDSHIP - Caring for and enhancing the resources entrusted to us

 

What do we have to offer?

JAX offers a dynamic and supportive work environment, competitive salaries, and a comprehensive benefits package, including a medical plan, outstanding retirement plan, generous paid time off, and tuition reimbursement including an MBA program. Our campus offers a fitness center with an award-winning wellness program available to employees and their families.

 

Most importantly, every position contributes to JAX’s mission of discovering precise genomic solutions for human disease and empowering the global biomedical community in our shared quest to improve human health.

 

Employment will require successful completion of references, background check, pre-employment physical, and drug test.

 

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.

 

Learn more about career opportunities at JAX: http://www.jax.org/careers.

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed