Customer Service Representative

04/04/2017

Position Title: Customer Support Specialist

Hours: 7:45am – 5:00pm M-F (Some weekend work possible)

Department: Sales

Supervisor: Senior Sales Operations Manager

Compensation: Based on experience               

 

Company Description: eScience Labs is an innovative company that seeks to expand access to science

education by partnering with colleges and universities who are challenged with meeting the growing student need for flexible learning options. Our comprehensive hands-on products and curriculum provide a traditional lab experience to students that may not otherwise be able to attend an on campus lab. We have a great company culture and provide a competitive base salary, commissions, and bonus plan. Our company benefits program includes Medical, Dental, Vision, and 401K.

Job Summary: The Customer Service Specialist is responsible for assisting anyone who contacts eScience Labs in a helpful, polite, and timely manner. This person will answer phones and emails in addition to observing and coordinating resolutions to customer service related issues.   

Qualifications:

               Education: High School Diploma/GED, some college preferred

  Experience:  At least one year experience in customer service, directly interacting with customers.
 

Skills:   

  • Strong verbal and written communication skills
  • Ability to multitask and prioritize effectively
  • Ability to remain calm and polite under pressure while adhering to procedures
  • Proficient ability to use Microsoft Word, Excel, and Powerpoint, and ability to learn new software quickly (NetSuite, CRM, Google Suites)
  • Strong attention to detail
  • Strong organizational skills
  • Multiline phone skills
  • Ability to liaise with many different departments

Customer Service Duties:

  • Represent eScience Labs in a courteous and professional manner
  • Greet and handle incoming guests
  • Manage and distribute incoming phone calls
  • Responds to all voice messages left after hours
  • Distribute and respond to all inbound cases daily
  • Respond to customer support cases on weekends during select peak periods
  • Coordinate with shipping department on timing of orders and order exceptions
  • Coordinate with shipping department to fulfill replacement orders
  • CS policies and procedures
  • Support the sales team with research, lead generation, and customer support
  • Assist in training temporary employees as necessary
  • Other duties as assigned by manager