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Customer Service Representative

Eton Bioscience
Boston, Massachusetts, United States

Located in Charlestown, MA, our lab facility is looking for a Customer Service Representative to join our team!

This individual will act as a liaison, providing information regarding our DNA Sequencing, Oligonucleotide Synthesis and DNA Prep services. In addition, the individual will resolve any emerging problems that our customers may face with accuracy and efficiency.

We are looking for someone that is genuinely excited to help customers and is ready to take on problem-solving with a positive attitude! Ability to communicate effectively though phone or email correspondence is a must, and patience and empathy towards tough situations is a plus.

The Customer Service Representative’s main responsibility will be to ensure excellent service standards, respond efficiently to customer inquiries, and provide troubleshooting support while maintaining high customer satisfaction.

Essential Duties and Responsibilities:

  • Manage incoming customer inquiries and troubleshooting requests via phone and email
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Handle customer complaints, provide appropriate solutions and alternatives within a timely fashion; follow up to ensure resolution
  • Stay up to date on all lab protocols and service updates to better assist customers with questions (will be trained on sequencing lab processes
  • Keep records of customer interactions, process customer accounts and file documents
  • Take the extra mile to engage customers
  • Analyze sequencing data and setup re-work based on analysis
  • All other duties as assigned

Required Qualifications:

  • Customer support experience or experience in a customer-facing role preferred
  • Strong verbal and written communication skills
  • Customer orientation and ability to adapt/respond to different types of characters
  • Ability to multi-task, prioritize, and manage time effectively

Education Requirements:

  • Bachelor’s Degree preferred

Job type: FULL_TIME

Experience: 3 Year

Apply now

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