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Customer Support Specialist/Senior Customer Suppor

at The Jackson Laboratory in Bar Harbor, Maine, United States

Job Description

Customer Support Specialist Responsible for working with incoming customer communications for JMCRS Customer Service, JAXServices (Project Management), and Technical Information Services to review, revise contact information, and triage all inquiries, faxes, web forms, email requests, purchase orders, and deviations to the appropriate communication channels in a timely fashion. An in-depth understanding of operations and service deliverables, available products and services, a customer-centric focus, excellent communication skills, and proficiency with available project tracking and communication tools enable the Customer Service Support Specialist to ensure a positive customer experience. Accuracy and Timeliness are keys to the success of this role.
The incumbent will become competent in working independently in the execution and troubleshooting of core responsibilities within Customer Service, JAXServices (Project Management), or Technical Information Services for Customer Communications, as well as performing backup for at least one other core group.
Senior Customer Support Specialist
Works independently in the execution and troubleshooting of core responsibilities within all groups of Customer Communications and can support others to help resolve most challenging problems. The position requires knowledge of and expertise in products and services offered as well as inter-departmental functions and processes. Works as part of cross-functional teams to maximize the customer experience.
The incumbent is responsible for developing and delivering training documentation to assure all process guides are current. The incumbent is also responsible for mentoring subordinates.

About JAX:
The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research institution with more than 2,400 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.
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!

EEO Statement:
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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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Job Posting: 676577

Posted On: Jan 28, 2022

Updated On: Feb 26, 2022