The Jackson Laboratory

Customer Service Representative

Job Locations US-CA-Sacramento
Posted Date 1 month ago(7/1/2020 3:19 PM)
Job ID
Marketing, Customer Support and Business Development


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 40 hours, Monday through Friday, between the core hours of 8am-5pm with a starting wage of $19.55 per hour.


Please sumit a cover letter of interest with current resume.


  • 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.


  • 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.

About Us

The Jackson Laboratory (JAX, is a nonprofit biomedical research institute with over 2,000 employees whose mission is to discover precise genomic solutions for human disease and empower the global biomedical community in the shared quest to improve human health. A National Cancer Institute-designated Cancer Center, JAX has a mammalian genetics headquarters in Bar Harbor, Maine, a facility in Sacramento, California, and a genomic medicine facility, The Jackson Laboratory for Genomic Medicine (JAX-GM), in Farmington, Connecticut.


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. 




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, and a pre-employment drug screening.


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 at opportunities at JAX at


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